Financial Customer Service Representative

Bargaining Unit: EA

Rate of Pay: $29.17/hour + DOE

Summary
Acts as customer service agent for health system billing.

Essential Duties and Responsibilities

• Complies with established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.

• Completes outbound and inbound calls to patients with balances to collect payment or set up payment arrangements.
• Maintains effective communication with hospital staff, physicians, physician’s offices, patient and/or families, insurance companies, and appropriate vendors.
• Utilizes computer system and its features.
• Utilizes call software to answer all incoming calls to hospital billing number.
• Assists patients with questions regarding insurance, billing, balances, and pricing.
• Maintains positive and can-do attitude in all interactions.
• Documents all patient interactions into EMR.
• Takes patient payments and applies to appropriate accounts
• Answers patient financial questions from MyChart.
• Assists patient in setting up MyChart account.
• Covers front desk when scheduled and assists walk-in patients with financial questions.
• Directs all visitors from front desk to appropriate area.
• Assists patient with account to complete resolution including ensuring timely follow up from other areas.
• Works District returned mail for statements and final notices.
• Gather patient complaints and escalates to Financial Counseling Coordinator as appropriate. Has ability to speak to district pricing and answer questions without escalating.
• Assists with training of staff as needed.
• Creates financial estimates for prospective patients.
• Completes quality checks as assigned.
• Utilizes interpreters services as needed.
• Verifies and routes e-mails to appropriate area from information message system.
• Sets up patient accounts on payment plans and sends letters to patients.
• Sends Financial Assistance applications. Refers patients to Financial Counseling as needed.
• Maintains appropriate HFMA certification and ongoing education.
• Attends and participates in department approved training.
• Understands, supports, promotes, and adheres to the customer service philosophy and standards of the Tahoe Forest Hospital District.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.
• Other duties as may be assigned.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities
No supervisory responsibilities.

Minimum Education/Experience
Associate's Degree or equivalent from two-year college or technical school or 6 months to 1 year relevant experience

Required Licenses/Certifications
Healthcare Financial Management Association (HFMA): Certified Revenue Cycle Representative (CRCR) - Within 1 year of hire into job

Other Experience/Qualifications

Required:

• Strong aptitude with Microsoft Access

Preferred:

• Bilingual candidates

• One to two years’ experience working with public and experience in patient registration and/or hospital patient accounting office