Customer Service Representative
1 week ago
About the Role:
We are seeking a highly skilled and compassionate Customer Service Representative to join our team at Hackensack Meridian Health. As a key member of our Patient Accounting Department, you will be responsible for providing exceptional customer service to our patients and resolving any billing-related inquiries in a timely and professional manner.
Key Responsibilities:
- Handle a minimum of 250 inbound Automated Call Distribution (ACD) calls per week for all self-pay accounts.
- Verify and update patient identity, demographics, insurance, and other required data.
- Provide timely resolution of patient inquiries and resolve calls with minimal outside direction.
- Review insurers' payment explanations and perform comparisons to managed care contracts for accuracy.
- Perform partial financial screening for uninsured or minimally insured patients to determine the next phase of customer care.
- Develop and implement payment plan options for patients.
- Identify patient needs and modify care to meet those needs.
- Work closely with the Department of Consumer Affairs to achieve optimal patient satisfaction.
- Investigate billing issues and ensure accuracy.
- Assist with NJ State reporting via PCG system.
- Handle, log, and adjust bankruptcies.
- Enter payments via encrypted credit card system.
- Implement proper activity/CDM codes for medical record requests and coding changes.
- Send written correspondence to patients and insurance companies.
- Process return mail and secure accurate information.
- Respond to inquiries and correspondence from attorneys, collection agencies, and patients.
- Make outbound calls to resolve patient billing issues.
- Review and facilitate patient/insurance correspondence.
- Achieve departmental productivity and cash collection standards.
- Ensure HIPAA compliance in all interactions.
- Maintain and utilize written policies and procedures.
- Reduce self-pay accounts receivable to meet department standards.
- Ensure assigned work queues are completed timely.
- Collaborate to create a positive patient experience.
- Meet performance metrics of productivity and quality assurance.
- Adhere to established workflows, scripting, and department call flow.
- Demonstrate customer-care skills such as empathy, active listening, and politeness.
Requirements:
- High School diploma or equivalent.
- Minimum 1 year of customer service experience.
- Exceptional customer care skills, including active listening, compassion, and written/verbal communication skills.
- Strong time management and decision-making skills.
- Possesses a customer/patient-first attitude and a passion for assisting patients.
- Excellent computer and analytical skills.
- Strong attention to detail.
- Outstanding work ethic and adherence to shift schedule.
Preferred Qualifications:
- Associate's degree or two years of college from an accredited college or university.
- In-depth knowledge of the revenue cycle.
- Experience in analysis of accounts in a hospital or physician environment.
- Knowledge of medical terminology, hospital systems, and insurance processes.
- Computer skills, including Microsoft Office and/or Google Suite platforms.
- Bilingual in English/Spanish a plus.
- Prior hospital finance/billing experience a plus.
- Prior call center environment experience a plus.
- Prior collection experience a plus.
- EPIC experience a plus.
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