Customer Service Representative

Customer Service Representative Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world. At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility. A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you're interested in joining a health care system that is changing the face of care and well-being in our community, we encourage you to explore a future with ThedaCare. Benefits, with a whole-person approach to wellness Lifestyle Engagement e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support Access & Affordability e.g. minimal or zero copays, team member cost sharing premiums, daycare Job Description: The Customer Service Representative performs first level customer service through an inbound call center. Manages a high volume of inbound phone calls and resolves customer requests in a timely, accurate, and consistent manner. Demonstrates financial stewardship by addressing patient balances when inbound calls present to ensure timely processing of payments, payment plans, and financial assistance. Key Accountabilities: Answers phone calls that present to the inbound call center by completing a full assessment of the account including reviewing documentation, insurance coverage, charges, chart, and payments to provide customer with accurate information and perform necessary next steps to deliver first pass resolution. Meets quality and productivity expectations as defined in the operating procedure. Adds or updates insurance coverages to maximize insurance benefits. Collects patient balances by educating patient of their financial responsibilities, processing payments, and negotiating payment plans to ensure timely collection of patient balances. Educates customer of alternative payment sources such as financial assistance when patient demonstrates a hardship. Completes pre-screen when applicable to determine if a financial assistance application should be completed by the customer. Screens and documents interactions with customer according to established standards. Collaborates with internal and external partners such as collection agencies and insurance enrollment partners to ensure accurate patient billing. Demonstrates working knowledge of CPT/HCPCS codes, all facets of insurance claim filing requirements, regulations, and assigned departmental operating procedures ensuring consistency for customers. Enhances skill set and professional growth through participation in educational programs, current literature, in-service workshops, and meetings. Qualifications: High School diploma or GED preferred Must be 18 years of age Physical Demands: Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties Work Environment: Use of computers throughout the work day Frequent use of keyboard with repetitive motion of hands, wrists, and fingers Normally works in climate controlled office environment Frequent sitting with movement throughout office space This position involves frequent phone communication with patients and staff. All inbound and outbound calls are recorded and monitored for quality assurance, training, and compliance purposes. Scheduled Weekly Hours: 40 Scheduled FTE: 1 Location: ThedaCare Corporate Office - Neenah, Wisconsin Overtime Exempt: No Worker Shift Details: Days