Customer Service Representative
6 months ago
The Front Desk Customer Service Representative is responsible for providing excellent customer service by assisting patients and family members with account, payment and billing concerns.
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
Supervisory-Specific Performance Expectations, Duties, and Responsibilities:
o N/A
Position-Specific Performance Expectations, Duties, and Responsibilities:
o Greeting patients in person and on the phone in a friendly and courteous manner.
o Ability to work with all members of the financial team to assist with patients accounts.
o Efficiently verifying mailing address, contact phone number, insurance and other demographic information.
o Evaluates patient accounts for Bad debt status, reaches out to patient to set up payment plans.
o General understanding of Patient Accounts to help patient understand bills and insurance payments.
o Discuss any financial obligation and set up payment plans or payment arrangements with patient prior to admission or discharge.
o Analyze financials and establish payment arrangements on high dollar deductible plans, co-pays and self-pay accounts.
o Works closely with Insurance verification/ Eligibility function and Case management/UR/ Discharge planner to ensure smooth financial transition for the patient.
o Effectively, navigate EMR to find proper documentation and forms.
o Accurately update patient's information in EMR system.
o Must meet established productivity and quality guidelines.
o Provides estimated quotes for prompt pay discount or time of service discount.
o Post payments of cash and prepare end of day cash drawer receipts to accounting.
o Answer incoming phone calls and walk-ins from patients, physicians and other sources related to financial questions.
o Correctly and professionally document financials and patient interactions within EMR for financial clearance and counseling.
o Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
o Relief/Back-up for Financial Counselor as needed.
o Attends all applicable workshops
o Responsible to monitor supervisor directed indicators.
o Follow communication, expectations, and guidelines and polices.
o Follow CHOICE Behavioral Standards.
o Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI.
o Perform other duties as assigned. Occasional weekend work to support special events.
Organization-Specific Performance Expectations, Duties, and Responsibilities:
o Demonstrates 100% commitment to performance in accordance with the CHOICE values of MRH and representing the organization in a positive and professional manner.
o Establishes and maintains effective verbal and written communication and good working relationships with all patients, staff, and vendors.
o Adheres to MRH attire/dress code per policies and procedures.
o Utilizes initiative; strives to maintain a steady level of productivity; self-motivated; and manages activity and time.
o Completes annual education, training, in-service, and licensure/certification requirements; and attends departmental and organizational staff meetings or reads meeting minutes.
o Maintains patient confidentiality at all times.
o Reports to work on time as scheduled; completes work within designated timeframes.
o Actively participates in departmental and organizational performance improvement and continuous quality improvement activities.
o Strives to uphold regulatory requirements to ensure continual compliance with departmental, hospital, state, and federal regulations and policies.
o Follows policies and procedures for infection control, safety, and risk management to ensure a safe environment for patients, the public, and staff.
QUALIFICATIONS:
Minimum Requirements:
o Must be at least 16 years of age (21 for driving positions with a valid driver's license).
o Must be able to legally work in the United States.
o Must be able to pass a background check.
o Must be able to pass a drug screen and breath alcohol test (if applicable).
o Must complete employee health meeting.
Required Education/Licensure/Certification:
o Current BLS certification (or must be obtained within 90 days).
o High School Diploma or equivalent preferred
o Unencumbered License/Certification (if applicable)
Experience:
o Familiar with Medical Terminology helpful.
o Past knowledge of all Microsoft Office products.
o Bilingual preferred.
o Follow CHOICE Behavioral Standards.
o Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI.
Position Classification: Non-exempt
Compensation Range: $19.16 to $26.81
Benefits: Medical, Dental, Life, Retirement, Paid Time Off
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