Customer Service Representative

Schedule: FT, Mon - Fri, 8:00 am - 5:00 pm At Children’s Nebraska, our mission is to improve the life of every child through exceptional care, advocacy, research and education. As the state’s only full-service pediatric healthcare center, we provide comprehensive, holistic care to our patients and families—from primary and specialty care to behavioral health services and everything in between. Dedicated to a People First culture, we foster an environment with joy, belonging, wellbeing, learning and growth. Turn your passion into purpose and make a difference where it matters most. Job Description Schedule: FT, Mon - Fri, 8:00 am - 5:00 pm At Children’s Nebraska, our mission is to improve the life of every child through exceptional care, advocacy, research and education. As the state’s only full-service pediatric healthcare center, we provide comprehensive, holistic care to our patients and families—from primary and specialty care to behavioral health services and everything in between. Dedicated to a People First culture, we foster an environment with joy, belonging, wellbeing, learning and growth. Turn your passion into purpose and make a difference where it matters most. Interacts with customers to answer questions and concerns regarding patient accounts. Maintain a balance between company policy and customer benefit in decision-making. Handle issues in the best interest of both customer and organization. Must be able to review and interpret both hospital and professional fee billing, including Explanation of Benefits (EOBs), charges, adjustments, and payments to accurately assist patients. A Brief Overview Interacts with customers to answer questions and concerns regarding patient accounts. Maintain a balance between company policy and customer benefit in decision-making. Handle issues in the best interest of both customer and organization. Essential Functions Clarifying the customer’s complaint or inquiry Determining the cause of the problem Selecting and explaining the best resolution Expediting corrections and/or adjustments Providing follow-up to ensure resolution or directing to the appropriate area for resolution Recording details of inquiries, comments, and complaints, as well as action taken Processing patient payments using Epic or Passport, verifying credit/debit card approval Assists customers with financial counseling including community resources, setting up payment plans, Medicaid, and/or financial assistance programs. Utilizes knowledge of billing structures and insurance coverage to guide patients in navigating payment responsibilities and assistance options. Facilitates effective communication with patients and/or their representatives. Educates the customer where applicable to prevent the need for future contacts regarding making payments, understanding their benefits, understanding standard billing practices, etc. Ensures patient understanding by explaining the components of their billing statement and account activity. Works with outsource collection agency activity and follow-up; collaborates with patients and parents to resolve issues related to accounts in collection status. Complies with Federal and State billing requirements. Also complies with the Health Insurance Portability and Accountability Act (HIPAA) and Electronic Data Interface (EDI) transaction formats. Education Qualifications High School Diploma or GED equivalent Required and Associate's Degree in Billing, Coding, or HIM Preferred Experience Qualifications Minimum of 3-year experience in customer service setting, one of which can be experience working with insurance and/or revenue cycle related processes. Required Skills and Abilities Highly developed sense of integrity and commitment to customer satisfaction. Demonstrated passion for excellence with respect to treating and caring for customers Organized, self‑motivated, and able to work independently of direct supervision to carry out responsibilities Knowledge of customer services principles and practices Knowledge of hospital and professional billing, collection and reimbursement requirements and standard practice. Ability to review, interpret and understand managed care contracts with third‑party payors. Intermediate computer skills including the use of spreadsheets Strong interpersonal skills with attention to detail and ability to organize, interpret, and present data. Excellent oral and written communication skills and demonstrated ability to communicate with others at all levels. Ability to perform non‑complex arithmetic calculations Children’s is an equal opportunity employer, embracing and valuing the unique strengths and differences of people. We cultivate an inclusive environment of respect and trust where we all belong. We do not discriminate based on race, ethnicity, age, gender identity, religion, disability, veteran status, or any other protected characteristic. #J-18808-Ljbffr