The Customer Service Representative position is primarily responsible for the day to day customer service duties while establishing helpful and friendly relationships with our patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer in-bound calls from patients, insurance companies and attorneys.
• Make out-bound Early Out Self-Pay calls, to collect on patient balances.
• Perform insurance follow up to address customer concerns.
• Research customer billing concerns per payer and create appropriate adjustment as needed.
• Ensure created adjustments receive proper approval and sign off.
• Address coordination of benefits issues with patient.
• Escalate coding issues to the proper facility liaison.
• Forward all patient and payer refund correspondence to the Overpayment Resolution team
• Performs other duties as directed by the Manager and Director.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED

• High School Graduate minimum education requirement
• Knowledge of medical revenue cycle processes from scheduling through agency placement and final account disposition.
• Knowledge of insurance collections follow up.
• Effective and professional telephone and customer correspondence communication skills.
• Must be able to work independently in a manner to achieve goals, objectives and productivity requirements.
• Must be able to be flexible and organized while functioning well under stressful conditions

PREFERRED

• One year customer service experience, preferably in a hospital or call center environment
• Knowledge of medical terminology
• Bi-lingual
• Knowledgeable of EOB, Remits, and UB-04s

Reasoning Ability:

Ability to define problems collects data, validate data, establish facts, and draw valid conclusions

Computer Skills:

• General knowledge of Microsoft Office tools excel and word