Customer Service Agent

Job Opportunity at Lehigh Valley Health Network

Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary

Interacts with patients and hospital departments in a thorough and professional manner utilizing excellent verbal and written communication skills. Acts as patient ambassador between clinical and operational areas to address patient inquiries related to financial matters while representing LVHN in a positive manner. Responsible for a comprehensive knowledge of the entire revenue cycle as it relates to hospital and physician billing/collection services, registration, coding and financial counseling.

Job Duties

• Utilizes a working knowledge of charging, coding and insurance requirements related to hospital and physician claims to assist patients with their inquiries.
• Proficient with multiple payment systems to effectively collect and apply hospital, physician and non-patient cash.
• Apply emotional intelligence with an empathetic approach toward crucial conversations with patient about their outstanding balances.
• Requires the ability to recognize patters of patient concerns/complaints in an effort to defuse and deescalate patient anxiety through comprehensive explanations and/or escalating to the appropriate member of the management team.
• Resolves patient's balances by offering options to address outstanding balances such as establishing a payment plan, application for Financial Assistance, update missing or incomplete information on their hospital/physician account so that the insurance claim can be resubmitted.
• Comprehensive knowledge of entire revenue cycle with a concentration in registration related functions to ensure maximum financial recoveries through accurate billing and collections.
• Conducts preliminary screening of patient's eligibility for financial assistance; provides the necessary documentation to complete the Financial Assistance Application process. Engages Financial Counselors and/or social workers when appropriate based upon information gathered from patient.
• Responsible for comprehensive knowledge of multiple legacy systems to review and address a plethora of patient questions and/or concerns.
• Review, process and interprets correspondence from a multitude of media, determine the appropriate course of action including but not limited to scanning, routing to clinical or operational areas within LVHN.
• Maintains Industry Standard Customer Call Center best practices through KPI's including, but not limited to, talk time, call quality and abandonment rate.

Minimum Qualifications

• High School Diploma/GED
• 3 years customer service or related experience in a call center environment or
• 2 years previous customer service, billing, and/or collections experience or
• 2 years healthcare experience.
• Ability to exchange factual information on patient billing and/or relay caller's needs to appropriate personnel.
• Proficient in Microsoft Office applications.
• Strong work ethic and professional demeanor.
• Strong attention to detail, accuracy and efficiency.
• Successful completion of DOE and Revenue Cycle Education within 3 months of hire.

Preferred Qualifications

• Associate's Degree in Health Care Administration, Finance or Business.
• Bi-Lingual (English/Spanish)
• Knowledge of medical terminology.

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy.

Work Shift: Day Shift

Address: Mack Building

Position Type: Onsite

Union: Not Applicable

Work Schedule: Monday-Friday; 8:00a-4:30p

Department: 1004-13054 CSS-Patient Accounting

Lehigh Valley Health Network