Customer Service Rep, Patient Accounts

1 month ago

Janesville, United States Mercy Health System Full time

Overview:

  • Customer Service Representative, Patient Financial Services, Days, 80 Hrs / 2 wks
  • Location: MercyCare Building; Janesville, WI. Hybrid schedule opportunities available after probationary period.
This position is responsible for handling all inbound calls and making outbound calls in a fast paced call center environment. Working with Mercyhealth internal and external customers (eg. patients and their guarantors, estate representatives, attorneys, clinicians, third party payers, collection agencies and Mercyhealth system employees) answering questions about medical accounts and finding solutions that will facilitate prompt resolution of outstanding account balances with the intent to collect patient balances prior to referral to an outside agency. The customer service representative will have knowledge of all aspects of revenue cycle processes from the registration process through the billing and collection process. The customer service representative will assist patients and family members with the process of applying for financial assistance and provide information related to various resources to obtain health care coverage. Responsibilities:
  • In-depth knowledge of all applications used by Patient Financial Service partners such as: Epic, Retired Epic, Athena, Kronos, Microsoft Outlook, Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport OneSource, Paytrace, Care Credit portal, Forward Health, etc.
  • Fluent and knowledgeable in the Single Billing Office (Both HB and PB) environment within Epic.
  • Take customer calls in a fast-paced environment with the ability to think quickly and provide accurate answers to their inquiries and concerns.
  • De-escalate situations involving dissatisfied customers, offering assistance and support.
  • Guide callers through troubleshooting MyChart including generating activation codes and password reset of Guest pay accounts.
  • Work closely with pre-collect and bad-debt vendors to resolve patient inquiries in an efficient and accurate manner.
  • Assist with training of new hires to understand policies, procedures and workflow.
  • Researches and performs audits on patient accounts to determine where balances are due, from third party payers or patient responsibility.
  • Understand statement cycles, the bad-debt process and collection practices.
  • Has in-depth knowledge of community-based, state or federal government programs to provide assistance to patients who have no ability to pay for their health care needs. Screens patients and provides assistance with completion of the application process for the financial assistance program.
  • Thorough understanding of how to identify if charges on a patient's account are correct. The representative will need an in-depth understanding of what information is available to assist in the process of account resolution such as medical record, insurance websites, etc.
  • Counsel patients/callers on billing concerns, account balances, account payment options and various insurance resources in person or over the telephone.
  • Complete pricing transparencies and estimates in person or over the telephone.
  • Responds to patient inquiries via in person, mail, phone, MyChart correspondence and/or email. Initiates follow-up to the appropriate Billing or Coding Department and insurance carriers to ensure payment for services.
  • Familiarity with rules and regulations for Government Insurance including Medicare and Medicaid, Commercial Payers, Third Party Liability, Worker Compensation, Institutional Accounts, Self-Pay, and third party collectors.
  • Responds to third party and patient requests on credit balances and initiates the refund process in the event monies are due back to the payer or patient.
  • Documents all patient encounters on appropriate patient account/claim utilizing notes. Ensures account is updated to accurately reflect the current status.
  • Serves as a liaison to all patient financial staff by maintaining good communication regarding any problems and/or resolutions to patient issues.
  • Protects privacy and confidentiality of customers, patients and partners in accordance with Mercyhealth policies, the Code of Ethics and HIPAA laws.
  • Adheres to Mercyhealth standards and maintains compliance with cash-drawer collection and end-of-day balancing.
  • Ability to meet or exceed established call center productivity metrics.
  • Ability to meet or exceed established goals on all call monitoring audits.
  • Ensures accurate and timely completion of daily tasks and projects.


Education and Experience:

High school diploma or equivalent required. 2 - 3 years customer service experience preferred or 1 year customer service in medical field preferred

Special Physicial Demands:

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb; or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Culture of Excellence Behavior Expectations:

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