Customer Service Representative
2 days ago
About the Role:
We are seeking a highly skilled and customer-focused 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, resolving billing inquiries, and ensuring timely resolution of patient accounts.
Responsibilities:
- Handle a minimum of 250 inbound Automated Call Distribution (ACD) calls per week, providing timely resolution of patient inquiries and resolving calls with minimal outside direction.
- Verify and update patient identity, demographics, insurance, and other data as required.
- Provide patients with accurate and timely information regarding their accounts, including billing and payment details.
- Review insurers' payment explanations of benefits to determine patients' responsibility 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, communicating effectively with patients, parents, and caregivers.
- Work closely with the Department of Consumer Affairs to achieve optimal patient satisfaction.
- Investigate billing issues with internal and external departments to ensure accuracy.
- Assist with NJ State reporting via PCG system to correct claims and update the State system.
- Handle, log, and adjust bankruptcies, referring to agencies as applicable.
- Enter payments via encrypted credit card system.
- Implement proper activity/CDM codes for medical record requests, coding changes, or audit requests.
- Send written correspondence to patients advising of actions needed or responses to inquiries.
- Send itemized bills and documentation to patients and insurance companies as needed.
- Process return mail in a timely manner, contacting patients, physician offices, and employers to secure and update accurate information.
- Respond to inquiries and correspondence from attorneys, collection agencies, and patients while accounts are in bad debt.
- Make outbound calls for follow-up to insurance companies, doctor's offices, and patients to resolve/address patient billing issues.
- Review and facilitate patient/insurance correspondence to resolution.
- Achieve departmental productivity and cash collection standards.
- Ensure HIPAA compliance in all interactions.
- Maintain and utilize written policies and procedures implemented within the revenue cycle.
- Work to reduce self-pay accounts receivable to meet department standards.
- Ensure assigned work queues are worked and completed timely.
- Collaborate, communicate, and coordinate to create a positive patient experience.
- Meet specific 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, courtesy, politeness, helpfulness, and other skills to interact with various customers.
- Perform other job-related duties as required or assigned, including assisting in training team members.
Qualifications:
- High School diploma, general equivalency diploma (GED), or GED equivalent programs.
- Minimum of 1 year of experience in customer service.
- Exceptional customer care skills, including active listening, compassion, written and verbal communication skills, and a professional phone voice.
- Strong time management and decision-making skills.
- Possesses a true customer/patient-first attitude and a passion for assisting customers/patients by delivering a positive patient experience on every contact.
- Excellent computer and analytical skills.
- Strong attention to detail.
- Outstanding work ethic and strong 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, including third-party follow-up, reconciliation, billing, and other key areas of patient financial services.
- Experience in analysis of accounts in a hospital or physician environment.
- Knowledge of medical terminology, hospital systems, and insurance processes.
- Computer skills, preferably 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.
Licenses and Certifications:
- Successfully pass EPIC assessment completion within 30 days after Network access granted.
About Hackensack Meridian Health:
Hackensack Meridian Health is a Mandatory Influenza Vaccination Facility.
We are committed to providing a positive patient experience and are seeking a highly skilled and customer-focused Customer Service Representative to join our team.
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