Customer Service Representative - Patient Financials (Days) (Part-Time)

Customer Service Representative

The Customer Service Representative is responsible for timely and accurate responses to all calls and email inquiries received via the PFS Customer Service phone line and email systems. Assists with deceased patient accounts, bankruptcy determinations, and attorney requests for information. This position also assists with receipt and distribution of PFS correspondence. This position requires excellent customer service to all internal and external customers and requires good communication skills to resolve any patient concerns.

Provides comprehensive customer service functions, which includes responding to patient calls, MyChart requests, email inquiries and complaints from all sources in a timely and thorough manner. This function requires extensive customer service interaction with patients, internal departments, vendors, physician offices and attorneys. Responds to all customers using kindness, compassion and empathy and in a timely manner.

Responds to all patient concerns and complaints submitted via phone call, MyChart message, email, correspondence or vendor request. Requests received involve disputes with charges or care, requires checking eligibility and loading insurance plans, reviewing and researching patient liability amounts, denials and variances. Complaint review requires thorough research of the account to determine root cause and involves communication with Risk Management and other internal external departments to thoroughly resolve the patient's concern. Maintains tracking spreadsheet of all concerns and ensures consistent follow up of the work queue within the host system. This responsibility requires timely responses to all parties to ensure patient satisfaction is met or exceeded.

Assists with receipt and distribution of all correspondence related to the Revenue Cycle. Scans and indexes any relevant patient information to the Hospital Account Record in Epic. Assists with timely processing of returned mail. This function may require calls to patients, next of kin, doctor's office personnel, employers, or other sources of skip tracing information. Utilizes the Accurint website to check for updated patient addresses. Updates the Hospital Account Record in Epic upon receipt of corrected patient demographic information.

Responsible for receipt and response to attorney requests for information in an accurate and timely manner. Ensures the appropriate HIPAA authorization form is received with the request. Responds to all requests using department policy and ensures the accuracy of documents provided. Requests for medical records and bills will be forwarded to our internal team for review and processing. Responsibilities may also include research of liens filed from within the hospital system or external vendor.

Reviews and processes all Chapter 7 and 13 bankruptcy determinations received by the hospital locations. Applies necessary adjustments to all impacted accounts based on departmental policies and processes.

Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.

Required Knowledge & Skills

Education: High School Diploma or GED

Experience: Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.

Qualifications

Business-like appearance. Neat and pleasant demeanor with the ability to communicate with a variety of people of different backgrounds. Ability to work closely with others, and function as a team member. Ability to analyze and prioritize workloads. Ability to be assertive without being abrasive. Two (2) years experience in patient accounting. Must be able to spell and write business letters which are effective, and grammatically correct. Knowledge of spreadsheets and word processing helpful but not required. Detail oriented. Good verbal communication skills.