Customer Service Specialist II

3 days ago

Memphis, Tennessee, United States Baptist Memorial Healthcare Corporation Full time
Job Summary:

As a Specialist-Customer Care II at Baptist Memorial Health Care, you will play a vital role in ensuring exceptional customer service to our patients and insurance companies. Your primary responsibility will be to handle daily customer inquiries, resolve claims and billing issues, and provide timely follow-up on accounts receivable. You will serve as a resource for other office staff and patients, providing information on expected payments, payments made, and contract conflicts. This is a full-time position working in a fast-paced environment, requiring strong communication and problem-solving skills. If you have a passion for delivering exceptional customer service and working in a dynamic healthcare environment, we encourage you to apply.

Key Responsibilities:
  • Handle telephone communication with patients, insurance companies, and other Baptist Memorial Health Care personnel.
  • Bill, collect, and submit all insurance and TPA claims according to payer guidelines and established procedures.
  • Work all insurance denials, via paper and/or electronic in work queues, with the patient on the phone.
  • Review accounts for possible assignment to Bad Debt.
  • Review and set up payment plans as requested by the patient.
  • Review and process adjustments as needed to resolve credit balances and ensure account balances are correct.
  • Communicate with insurance companies.
  • Review accounts for accuracy.
  • Review items directed to Customer Service through MyChart communications.
  • Review self-pay accounts forwarded to Customer Service by collection vendors.
  • Complete assigned goals.
Requirements and Preferences:

Education:

Preferred: Ability to read, write, and perform mathematical calculations, user of proper composition, grammar, oral communication, and spelling as normally acquired by official completion of high school and/or its equivalent. Knowledge of general office techniques as normally acquired through two years of experience in credit and collections. Some college or associate degree desired.

Minimum: High School Diploma or GED.

Experience:

Preferred: Preferred clerical skills with a working knowledge of accounting and insurance coverages and three (3) years' experience in a physician's office or hospital business setting. Good customer service skills are a requirement.

Minimum: Business-related clerical job skills, including keyboarding. One year of insurance follow-up or billing experience. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Possess the organizational skills to manage and prioritize a multi-task position. Possess interpersonal skills necessary to successfully interact with clients and Company staff. Must maintain telephone and personal etiquette to effectively deal with clients, vendors, peers, and management even under stressful conditions.

Special Skills:

Preferred: Knowledge of ICD-9, ICD-10, CPT, and HCPCS codes and certification and/or degree in Healthcare Administration Business, Finance, or related fields preferred.

Minimum: Ability to type and/or key accurately, problem-solving, written and oral communication skills, financial counseling skills, knowledge of insurance billing (both hospital and professional settings) and collections, knowledge of insurance guidelines as it relates to CMS guidelines, TennCare, and/or Medicaid based by state-specified requirements. Ability to recognize and communicate to clinical staff or designee when insurance companies require additional review because of NCCI, CCI, LMRP, Mutually Exclusive, and Medical Necessity edits. Effective verbal, written, and customer service skills as it relates to patients and insurance companies. Able to create communications to patients and insurance companies as needed to resolve issues to complete billing/claim processes. Ability to work in a high-stress environment. Ability to collaborate and cooperate with others for the best possible outcomes - promote Teamwork. Ability to prioritize and multi-task.

About Baptist Memorial Health Care:

At Baptist, we owe our success to our colleagues, who have both technical expertise and a compassionate attitude. Every day they carry out Christ's three-fold ministry-healing, preaching, and teaching. And, we reward their efforts with compensation and benefits packages that are highly competitive in the Mid-South healthcare community. For two consecutive years, Baptist has won a Best in Benefits award for offering the best benefit plans compared with their peer groups. Winners are chosen based on plan designs, premiums, and the results of a Benefits Benchmarking Survey.

At Baptist, We Offer:
  • Competitive salaries
  • Paid vacation/time off
  • Continuing education opportunities
  • Generous retirement plan
  • Health insurance, including dental and vision
  • Sick leave
  • Service awards
  • Free parking
  • Short-term disability
  • Life insurance
  • Health care and dependent care spending accounts
  • Education assistance/continuing education
  • Employee referral program

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