Customer Service Representative - Customer Service - FT - Day

Job Title

Under direction, responsible for professionally interacting with customers including patients, physicians and other staff members to thoroughly and promptly research and resolve all inquiries and customer service problems. In addition, assists with other duties as assigned.

Education Qualifications

High School Diploma / GED Required

Associate's Degree Preferred

Experience Qualifications

3 years Experience in healthcare financial services, healthcare registration services or related healthcare experience. Required

Skills and Abilities

Working knowledge of basic medical terminology. (Preferred proficiency)

Detailed knowledge of major third-party billing and contract requirements. (Preferred proficiency)

Keyboarding skill or typing skill of at least 30 wpm. (Preferred proficiency)

What You Will Do

Understands technical primary and secondary billing requirements for third party payors and contracts. Understands the Medical and Clinical services provided by the organization.

Negotiates financial resolution through proper sequencing of resolution options and the patient's ability/willingness to pay. Researches and resolves account balance discrepancies.

Appropriately identifies and completes charity screening process in a timely manner.

Answers questions from other staff or clinic offices by phone or e-mail in a timely manner.

Consistently and accurately documents accounts with activities as needed in a timely manner. Verifies accuracy of patient demographic and insurance information with patient or family members, documents and distributes to appropriate staff.

Promptly follows up with appropriate parties to effectively resolve customer questions and problems.

Thoroughly and promptly researches customer inquiries for proper resolution. Researches and resolves account balance discrepancies.

Determines correct contractual allowances.

Accurately calculates and communicates patient and insurance liabilities for all payer types.

Assists with the revision or development of the department's internal documents, procedural manuals and forms, as requested.

Informs management of any known or suspected violations by other employees or suppliers.

Identifies and notifies management of customer service issues and potential process/system problems that cause billing and payment errors and assists in improvement implementation as requested.

Attends and participates at departmental team meetings, work-groups and other organizational educational programs.

Ensures necessary data, identified processing issues and related information is provided to departmental management, appropriate departments and individuals within the organization in a timely manner.

Required for All Jobs

Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health

Performs other duties as assigned

Patient Facing Options

Position is Not Patient Facing

Remote Work Guidelines

Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.

Stable access to electricity and a minimum of 25mb upload and internet speed.

Dedicate full attention to the job duties and communication with others during working hours.

Adhere to break and attendance schedules agreed upon with supervisor.

Abide by Stormont Vail's Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

Hybrid

Scope

No Supervisory Responsibility

No Budget Responsibility

Physical Demands

Balancing: Occasionally 1-3 Hours

Carrying: Occasionally 1-3 Hours

Climbing (Ladders): Rarely less than 1 hour

Climbing (Stairs): Rarely less than 1 hour

Crawling: Rarely less than 1 hour

Crouching: Rarely less than 1 hour

Driving (Automatic): Rarely less than 1 hour

Driving (Standard): Rarely less than 1 hour

Eye/Hand/Foot Coordination: Frequently 3-5 Hours

Feeling: Occasionally 1-3 Hours

Grasping (Fine Motor): Frequently 3-5 Hours

Grasping (Gross Hand): Frequently 3-5 Hours

Handling: Occasionally 1-3 Hours

Hearing: Occasionally 1-3 Hours

Kneeling: Rarely less than 1 hour

Lifting: Occasionally 1-3 Hours up to 25 lbs

Operate Foot Controls: Rarely less than 1 hour

Pulling: Occasionally 1-3 Hours up to 25 lbs

Pushing: Occasionally 1-3 Hours up to 25 lbs

Reaching (Forward): Occasionally 1-3 Hours up to 25 lbs

Reaching (Overhead): Occasionally 1-3 Hours up to 25 lbs

Repetitive Motions: Frequently 3-5 Hours

Sitting: Frequently 3-5 Hours

Standing: Occasionally 1-3 Hours

Stooping: Occasionally 1-3 Hours

Talking: Occasionally 1-3 Hours

Walking: Occasionally 1-3 Hours

Working Conditions

Burn: Rarely less than 1 hour

Chemical: Rarely less than 1 hour

Combative Patients: Rarely less than 1 hour

Dusts: Rarely less than 1 hour

Electrical: Rarely less than 1 hour

Explosive: Rarely less than 1 hour

Extreme Temperatures: Rarely less than 1 hour

Infectious Diseases: Rarely less than 1 hour

Mechanical: Rarely less than 1 hour

Needle Stick: Rarely less than 1 hour

Noise/Sounds: Rarely less than 1 hour

Other Atmospheric Conditions: Rarely less than 1 hour

Poor Ventilation, Fumes and/or Gases: Rarely less than 1 hour

Radiant Energy: Rarely less than 1 hour

Risk of Exposure to Blood and Body Fluids: Rarely less than 1 hour

Risk of Exposure to Hazardous Drugs: Rarely less than 1 hour

Hazards (other): Rarely less than 1 hour

Vibration: Rarely less than 1 hour

Wet and/or Humid: Rarely less than 1 hour

Equal Opportunity Statement

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.