Healthcare Customer Support Specialist

2 weeks ago

Bozeman, Montana, United States Intermountain Health Full time

Position Overview:
The Healthcare Customer Support Specialist plays a crucial role in managing patient accounts in accordance with Intermountain Health's established policies and procedures.

Key Responsibilities:
As a vital member of our team, you will:

Welcome patients, handle incoming calls, take messages, return calls, and provide essential information while accurately documenting all communications in the electronic medical record (EMR).

Coordinate patient appointments for consultations, procedures, diagnostic tests, and referrals.
Register patients, ensuring all necessary demographic information is confirmed, entered, and updated in the registration system while adhering to identification protocols.
Collect copies of insurance cards, forms of identification, and signatures on required documents. Assess information on relevant accounts to determine insurance coordination of benefits, pre-certification, and prior authorization. Complete the Medicare Secondary Payer (MSP) questionnaire when necessary. Verify insurance details to establish coordination of benefits and secure necessary authorizations and referrals. Screen for non-covered services and waiver of liability (ABN) through automated checks at the time of service.
Inform self-pay patients of their financial responsibilities and prepayment requirements. Prepare estimates for procedures, calculate advance payment needs for outstanding debts, and refer potentially eligible patients to financial counseling services.
Collect patient payments, issue accurate receipts, and post payments in the system. Reconcile receipts with cash collected and complete necessary balancing documentation. Maintain detailed notes on patient accounts for all interactions and transactions.
Manage departmental and individual work queues and generate reports as needed.
Prepare medical records for patient appointments by compiling information from various sources, including authorizations and non-Epic documentation. Ensure accurate scanning of medical records as required for the Medical Group or specialty office.
Embrace and promote the mission, vision, and values of Intermountain Health while adhering to service behavior standards.
Perform additional duties as assigned.

Minimum Qualifications:
At least one year of experience in customer service with direct interactions with clients both in person and over the phone.
Demonstrated professionalism along with strong interpersonal and communication skills.
Basic computer proficiency and data entry capabilities.

Preferred Qualifications:
A high school diploma or GED is required.
One year of customer service experience is preferred.
Experience in a related medical field is advantageous.
Familiarity with medical terminology is preferred.
To excel in this role, candidates must be able to perform each essential duty satisfactorily. The qualifications listed must reflect the knowledge, skills, education, training, licensure, experience, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to fulfill essential functions.
Regular attendance and punctuality during scheduled business hours are required.
Exceptional customer service skills, both in person and via telephone.
Able to thrive in a fast-paced environment.
Capable of multitasking effectively.
Strong organizational skills and attention to detail.
Ability to maintain confidentiality of sensitive information.
Contribute positively to a supportive work environment that meets the needs of both coworkers and patients.
Dependability in reporting for work as scheduled and on time.

Physical Requirements:
No additional description available.

Compensation:
The hourly wage for this position is competitive and based on experience.

Benefits:
We prioritize your well-being – mind, body, and spirit – which is why we offer a comprehensive benefits package designed to promote a sustainable culture of wellness, ensuring our caregivers live healthy, happy, secure, connected, and engaged lives.

Diversity and Inclusion:
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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