Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for providing exceptional customer service to patients regarding their billing inquiries, payments, and account information. This position handles a high volume of incoming calls and in-person visits, ensuring all inquiries are resolved accurately and in a timely manner. The role requires strong attention to detail, excellent organizational skills, and the ability to multitask in a fast-paced environment. Representatives are expected to meet established productivity and quality standards that support overall department goals and performance metrics.

Key Responsibilities:

• Patient Assistance & Communication: Provide prompt, professional, and courteous assistance to patients in person at the Main Campus or SHMP windows, while handling a high volume of incoming calls and emails to resolve billing and payment inquiries efficiently and accurately.
• Account Review & Accuracy: Review patient accounts to ensure charges, adjustments, and payments are accurate and appropriately applied. Verify that account balances in a self-pay status are correct by reviewing insurance remittance advice and related documentation.
• Financial Assistance, Payment Posting, Payroll Deductions, & Credit Balance Review: Review financial assistance applications for completeness and ensure all required documentation is received. Post patient payments accurately, including cash, check, and credit card transactions. Reconcile daily cash drawers and credit card batches at the end of each business day. Set up payroll deductions for employees in accordance with organizational policies and ensure accuracy in account posting.