Customer Service Representative

1 month ago

Tinton Falls, United States Hackensack Meridian Health Full time

Overview

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Customer Service Representative, under the direction of the Customer Service Supervisor, is responsible for all customer service related inquiries across the Hackensack Meridian Health (HMH) network. Responsible for resolutions via telephone, correspondence, and direct patient contact, and for all assigned responsibilities that assist the Patient Accounting Department's departmental goals.

Responsibilities

A day in the life of a Customer Service Representative at Hackensack Meridian Health includes:

  • Handling a minimum of 250 inbound Automated Call Distribution (ACD) call center phone calls for all self-pay accounts on a weekly basis.
  • Positively verifies/updates patient identity, demographics, insurance and all other data as required.
  • Provides patients with timely resolution of any questions and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
  • Review insurers' payment to explanation of benefits to determine patients' responsibility, and perform comparison to managed care contract for accuracy.
  • Performs partial financial screening for uninsured or minimally insured patients to determine the next phase of customer care.
  • Provides financing solutions for patients including developing and implementing payment plan options.
  • Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.) to ensure clear understanding.
  • Works closely with the Department of Consumer Affairs in order to achieve optimal patient satisfaction.
  • Investigates all billing issues with appropriate internal and external departments to ensure accuracy.
  • Assists with NJ State reporting via PCG system to correct claims and update the State system.
  • Handles, logs, and adjusts bankruptcies. Refers to agencies as applicable.
  • Enters payments via encrypted credit card system.
  • Implements the proper activity/CDM codes for the processing of any medical record request/coding change or audit request received from insurance companies, attorneys, audit companies, etc.
  • Sends written correspondence to patients advising of actions needed or responses to inquiries.
  • Sends itemized bills and other documentation to patients and insurance companies when needed.
  • Processes all return mail in a timely manner by contacting patients, physician offices, and patient's employer, and exhausts all efforts to secure and update with accurate information.
  • Responds/Refers all inquiries and correspondence from attorneys, collection agencies, and patients while the account is in bad debt.
  • Outbound calls for follow up to insurance companies, doctor's offices, and patients to resolve/address patient billing issues.
  • Reviews and facilitates all patient / insurance correspondence to resolution.
  • Achieving departmental productivity and cash collection standards.
  • Insures HIPPA compliance in all interactions.
  • Maintains and utilizes all written policies and procedures implemented within the revenue cycle.
  • Works to reduce self pay accounts receivable to meet department standards.
  • Ensure assigned work queues are worked and completed timely.
  • Collaborates, communicates and coordinates to create a positive patient experience.
  • Required to meet specific performance metrics of productivity and quality assurance.
  • Adheres to all established workflows, scripting, and department call flow.
  • Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to interact with a variety of customers including patients, practice staff, physicians, colleagues and leaders.
  • Performs other job-related duties as required or assigned including but not limited to assisting in training team members.
  • Other duties and/or projects as assigned.
  • Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

  • High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
  • Minimum of 1 year of experience in customer service.
  • Exceptional customer care skills, including but not limited to active listening, compassion, written and verbal communication skills, and a professional phone voice.
  • Strong time management and decision making skills.
  • Possesses a true customer/patient first attitude, and a passion for assisting customer/patients by delivering a positive patient experience on every contact.
  • Excellent computer and analytical skills.
  • Strong attention to detail.
  • Outstanding work ethic and strong adherence to shift schedule

Education, Knowledge, Skills and Abilities Preferred:

  • Associate's degree or two years of college from an accredited college or university.
  • In depth knowledge of the revenue cycle. (third party follow up, reconciliation, billing and other key areas of patient financial services)
  • Experience in analysis of accounts in a hospital or physician environment.
  • Knowledge of medical terminology, hospital systems, and insurance processes.
  • Computer skills preferably including but not limited to Microsoft Office and/or Google Suite platforms.
  • Bilingual in English/Spanish a plus.
  • Prior hospital finance/billing experience is a plus.
  • Prior call center environment experience is a plus.
  • Prior collection experience is a plus.
  • EPIC experience.

Licenses and Certifications Required:

  • Successfully pass EPIC assessment completion within 30 days after Network access granted.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today

Our Network

Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility

As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.

  • Customer Service Representative

    4 weeks ago

    Borough of Tinton Falls, United States Hackensack Meridian Health Full time

    Overview Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one...

  • Patient Services Representative

    15 hours ago

    Tinton Falls, New Jersey, United States RWJBarnabas Health Full time

    Job SummaryThe Patient Service Representative (PSR) plays a vital role in ensuring patient satisfaction and efficient operations at RWJBarnabas Health. This position works closely with physicians, managers, and support staff to provide exceptional patient care and administrative support.Key ResponsibilitiesPatient Check-in and Check-out: Perform patient...

  • Customer Service Representative

    2 weeks ago

    Cottonwood Falls, United States LMI Aerospace Full time

    We are currently seeking a Customer Service Representative (CSR). The CSR Serves as the point of contact with external customers. This position processes sales orders, resolves customer requests, questions and complaints, and maintains positive relat Customer Service Representative, Customer Service, Representative, Delivery, Retail

  • Customer Service Representative

    3 months ago

    Idaho Falls, United States Pacific Office Automation Full time

    We are looking to hire an Customer Service Representative at our office in Idaho Falls, ID. If you have a passion for customer service, are organized, and love working in a team player environment, we want to hear from you! Essential Job Duties Sourc Customer Service Representative, Customer Service, Representative, Manufacturing, Retail

  • Customer Service Representative

    1 month ago

    Sheboygan Falls, United States Bemis Manufacturing Full time

    Offer Technical and Customer Care support and solutions to customers in accordance with the company's customer service policies. - Assist customers with questions and problems; research and provide a resolution. - Listen attentively to customer needs Customer Service Representative, Customer Service, Representative, Customer Care, Manufacturing, Retail

  • Customer Service Representative

    2 weeks ago

    Mechanic Falls, United States Illinois Tool Works Full time

    Order Management. Process sales and return orders, inclusive of account compliance, pricing, discounts, freight, carrier requirements, packaging, and other related customer expectations. Review daily open orders and work with Production team as neces Customer Service Representative, Customer Service, Customer Experience, Representative, Manufacturing, Retail

  • Customer Service Representative

    2 months ago

    Little Falls, United States Atrium Staffing Full time

    About Atrium: What you do matters. As a people-centric organization, we foster an environment of collaboration, high performance, and innovation where your talents are valued, and your achievements are celebrated. Join us and become part of an inclusive team. Client Overview: Our Client is a leading business solutions provider, specializing in...

  • Customer Service Representative

    3 weeks ago

    Sioux Falls, United States HOM Furniture Full time

    The Customer Service Representative is tasked with providing excellent customer service for HOM Furniture's customers. Necessary tasks include: Answering phones to either direct callers to the proper department or to answer any questions they may have. Finalizing orders, taking payments, and scheduling deliveries and pickups. Processing returns and...

  • Customer Service Representative

    3 weeks ago

    Glens Falls, United States U-Haul Full time

    Location: 112 Main St, Queensbury, New York 12804 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company’s exceptional...

  • Customer Service Representative

    1 week ago

    Sioux Falls, South Dakota, United States Goodwill of the Great Plains Full time

    Position Overview:We are looking for multiple Customer Service Representatives to deliver an exceptional shopping experience and atmosphere for every Goodwill patron through exemplary service and by ensuring a tidy, welcoming, and accessible retail environment.Role Type:Full-TimeCompensation:$ Customer Service Representative, Sales, Associate

  • Customer Service Representative

    3 weeks ago

    Niagara Falls, United States U-Haul Full time

    Location: 2485 Military Rd, Niagara Falls, New York 14304 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company’s...

  • Customer Service Representative

    1 week ago

    Niagara Falls, New York, United States Delta Sonic Full time

    Join Our Team as a Customer Service RepresentativeAre you enthusiastic about delivering exceptional customer experiences? Do you possess a competitive mindset and a commitment to excel in your role? Become a part of Delta Sonic, a company recognized nationally as a Top Place to Work, where teamwork is valued and numerous benefits and growth opportunities...

  • Customer Service Representative

    4 months ago

    Falls Church, United States AlphaGraphics - US695 Full time

    Job DescriptionJob DescriptionBENEFITS/PERKS:Competitive CompensationFlexible SchedulingHard work, collaboration, humanity, fun, and laughterCareer path developmentCOMPANY OVERVIEW:As an established leader in the Printing, Design, and Shipping industries our mission is to partner with small businesses and consumers and provide them with high-quality...

  • Customer Service Representative

    3 weeks ago

    Central Falls, United States Complete Staffing Solutions Full time

    Customer Service Representative Location: Lincoln, RI Opportunity to work with a great company Actively Interviewing Hours: Full time hours Monday Friday 8:30am - 5:00pm Job Requirements: Manage large amounts of incoming facility maintenance service requests Generate work orders to resolve facility maintenance service requests Schedule on-demand and...

  • Customer Service Representative

    3 months ago

    Great Falls, United States Rollins Full time

    ** Customer Service Representative** **Job Category****:** Customer Service **Requisition Number****:** CUSTO020435 Showing 1 location **Job Details** **Description** ****At Orkin, our purpose is to help protect the world where we live, work, and play. Our Customer Service Representatives are committed to this purpose.**** Our **Customer Service...

  • Customer Service Representative

    1 month ago

    Falls Church, United States AlphaGraphics Full time

    BENEFITS/PERKS: Competitive Compensation Flexible Scheduling Hard work, collaboration, humanity, fun, and laughter Career path development COMPANY OVERVIEW: As an established leader in the Printing, Design, and Shipping industries our mission is to partner with small businesses and consumers and provide them with high-quality solutions that make life...

  • Customer Service Representative

    3 weeks ago

    Sioux Falls, United States Weller Brothers Landscaping Full time

    The Customer Service Representative is the first point of contact for sales leads and customer inquiries. Provides excellent customer service by assisting customers promptly and courteously. Answers questions, provides information as needed. Performs all job responsibilities in a safe, timely and efficient manner. Essential Duties and Responsibilities To...

  • Customer Service Representative

    13 hours ago

    Menomonee Falls, Wisconsin, United States Fairchild Equipment Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Customer Service Representative to join our team at Fairchild Equipment. As a key member of our sales and marketing team, you will be responsible for managing and nurturing daily sales leads, developing rapport with potential and current customers, and supporting the sales team with...

  • Customer Service Representative

    3 weeks ago

    Great Falls, United States U-Haul Full time

    Location: 405 Central Ave W, Great Falls, Montana 59404 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company’s...

  • Customer Service Representative

    3 weeks ago

    Cuyahoga Falls, United States U-Haul Full time

    Location: 1950 Newberry St, Cuyahoga Falls, Ohio 44221 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company’s...