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Customer Financial Services Specialist

2 months ago

Truckee, California, United States Tahoe Forest Health Full time
Bargaining Unit: EA

Rate of Pay: $26.42/hour + DOE

Overview
This role serves as a key customer service representative for the billing department within a healthcare system.

Key Responsibilities
  • Adheres to established departmental policies, procedures, and quality assurance standards.
  • Handles both outbound and inbound communications with patients regarding outstanding balances, facilitating payment collection or arrangements.
  • Maintains clear and effective communication with hospital personnel, physicians, patients, families, insurance providers, and relevant vendors.
  • Employs computer systems and software effectively to manage tasks.
  • Utilizes call management software to respond to all incoming inquiries directed to the billing department.
  • Assists patients with inquiries related to insurance, billing details, outstanding balances, and pricing structures.
  • Exhibits a positive and proactive attitude in all interactions.
  • Records all patient communications in the Electronic Medical Record (EMR) system.
  • Processes patient payments and allocates them to the correct accounts.
  • Addresses patient financial inquiries submitted through MyChart.
  • Guides patients in establishing their MyChart accounts.
  • Provides coverage at the front desk as scheduled, assisting walk-in patients with financial inquiries.
  • Directs visitors from the front desk to the appropriate departments.
  • Assists patients in resolving account issues, ensuring timely follow-up from other departments.
  • Manages returned mail for statements and final notices.
  • Collects patient feedback and escalates issues to the Financial Counseling Coordinator as necessary, with the ability to address pricing inquiries independently.
  • Supports the training of new staff as required.
  • Prepares financial estimates for prospective patients.
  • Conducts quality checks as assigned.
  • Utilizes interpreter services when necessary.
  • Verifies and forwards emails to the appropriate departments from the information message system.
  • Establishes patient accounts on payment plans and communicates with patients via letters.
  • Distributes Financial Assistance applications and refers patients to Financial Counseling as needed.
  • Maintains required HFMA certification and engages in ongoing education.
  • Participates in department-approved training sessions.
  • Understands, supports, and adheres to the customer service philosophy and standards of the organization.
  • Demonstrates the organization's core values in performance and behavior.
  • Complies with all organizational policies and procedures.
  • Performs other duties as assigned.
Qualifications
To excel in this position, candidates must effectively perform each essential duty. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

Supervisory Responsibilities
This position does not include supervisory responsibilities.

Minimum Education/Experience
An Associate's Degree or equivalent from a two-year college or technical school, or 6 months to 1 year of relevant experience.

Required Licenses/Certifications
Healthcare Financial Management Association (HFMA): Certified Revenue Cycle Representative (CRCR) - to be obtained within one year of employment.

Other Experience/Qualifications
  • Required: Strong proficiency in Microsoft Access.
  • Preferred: Bilingual candidates and one to two years of experience in public interactions, particularly in patient registration or hospital patient accounting.