Customer Service Representative

Customer Service Representative

The Customer Service Representative performs various routine and complex clerical tasks; and deals with patients, family members, visitors and clinic personnel in other departments to ensure good internal and public relations.

Specific skills needed:

• Knowledge of medical billing/collections practices and basic medical coding; computer data entry skills; ability to deal courteously with patients; bilingual in Spanish desired

Education/experience/training:

• Required: Minimum 1 year of experience in billing and collections. High school diploma or equivalent or 7 years of experience in billing and collections.
• Preferred: 2 years of experience in billing and collections. Certification, experience, or proficiency in EPIC Applications

Duties and responsibilities:

• Safeguards and preserves the confidentiality of patients protected health information in accordance with State and Federal (HIPAA) regulatory requirements, hospital and departmental policies.
• Ensures a safe patient environment and adherence to safety practices per policy.
• With consideration to age, employee utilizes the approved process to resolve biophysical, psychological, educational and environmental needs of patient/significant other when administering care.
• Receive and resolve patient complaints regarding insurance billing, and initiate accurate account adjustments; follow all billing problems through to conclusion.
• Answer all correspondence relating to billing questions; make appropriate financial arrangements.
• Verify insurance status, eligibility and general account information.
• Assist patients with courtesy billing and update insurance information as necessary.
• Forward billing to appropriate carriers to ensure timely and accurate payment; demonstrate complete knowledge of all appropriate carriers.
• Perform reconciliation of refund accounts; attach documentation and forward to bookkeeper to process refund checks; identify problems and follow through to conclusion.
• Review credit statements for correct recipient of refund.
• Perform other tasks as assigned.

Personal qualities:

• Recognize differing values and be culturally sensitive.
• Flexible, adaptable.
• Personable, courteous, punctual, honest.
• Creative, organized, able to establish priorities.
• Professional appearance and attitude.
• Ability to make good decisions.
• Commitment to the organization for which you work.
• Ability to keep confidential information.
• Effective time management skills and sound work ethics.
• Ability to work at a computer and input data several hours each day.

Communication:

• Talking or hearing essential to communicate with patients and staff.
• Good communication skills; read, speaks and writes English fluently.
• Bilingual skills preferred.
• Strong interpersonal skills.
• Actively participates in staff meetings.