Customer Service Representative

Job Title

Proactively greet and assist JCMG patients and guests, ensuring a friendly and courteous environment.

Register new patients to JCMG by collecting and verifying accurate demographic information.

Address patient correspondence and account inquiries efficiently through in-person, telephone, electronic communication, and collaboration with patients and contracted companies.

Provides assistance to customers ensuring customer satisfaction. When help is needed from another employee, manager, etc. makes attempt to contact appropriate party while patient is here. The goal is to resolve all inquiries in one interaction.

Resolve patient balances with payment in full or payment arrangements according to JCMG policy Payment Plan. Addresses all balances due with the patient, including bad debt.

Assists all clinics with patient billing inquiries.

Handle patient calls promptly and efficiently. Ensure voicemail is checked and calls returned the same day if possible.

Make clear and concise notes on patient accounts with every interaction.

Sort incoming and outgoing mail accurately and efficiently.

Works with scans and distributes daily correspondence to the appropriate receivers, etc.

Stay current with insurance company publications; demonstrate knowledge of policies, procedures, and coding guidelines relevant to insurance networks.

Process aging reports per Central Business Office guidelines and maintain updated reports accordingly.

Other duties as assigned

Strives for continuous quality improvement.

Participates in educational experiences designed to maintain and/or improve professional competence.

Maintains high work ethic standards.

Provides quality customer service to staff, patients and visitors at all times.

Minimum Qualifications

High school diploma or GED

Associate degree preferred by not required

Minimum of one year experience in a customer service setting, with a minimum of six months experience in a healthcare setting

Experience verifying insurance, understanding billing practices, and collecting co-payments is preferred, but not required

Background in medical billing preferred but not required

Experience with office equipment

Knowledge/Skills/Abilities

Articulate

Computer skills required

Knowledge of medical billing/collection practices, basic medical coding, insurance agency operating procedures and practices, governmental legal and regulatory provisions related to collection activities

Must possess strong interpersonal skills and the ability to communicate effectively with patients, co-workers and management

Must be able to work effectively as a team member

Works in heated and air-conditioned area consistent with a normal office environment.