Customer Service Rep II

Customer Service Representative

BJC HealthCare is seeking an experienced customer service representative to assist with billing!

This individual will be handling inbound calls from BJC patients regarding their bills. Assisting with setting up payment arrangements, taking payments, explanation of insurance coverage, and answering billing questions.

Customer service representatives are expected to take about 6 calls per hour on average.

Hours: Day shift M-F 8:30 AM-5 PM

*Must reside within one of the following US states: Alabama, Arkansas, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, or Texas

Overview

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC's patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children's Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Preferred Qualifications

The Customer Service Representative II serves as an advocate for patients and their families. This position provides communication support, guidance, interpretation and education on complex and/or escalated billing, claim status and customer-related inquires. This position is also responsible for assisting patients with outstanding patient balances, which includes the resolution of debit and credit accounts balances based on the information gathered from insurers, physicians, hospital personnel, governmental agencies and patients. Additionally, this position is responsible for training and mentoring junior level staff.

• Handles large volumes of incoming customer inquiries; utilizes customer service skills and tools to accurately identify, research and respond to the customers' inquiry.
• Counsels patients on available payment options, such as payment arrangements, financial assistance, and various local, state and federal agencies which may be available to assist with funding of health care services.
• Review patients account history to ensure all payors have been billed; validates accuracy of payments and adjustments; updates patient accounts with current insurance; documents all actions taken on a patient account.
• Applies advanced skills to aid in resolving complex and escalated patient inquiries and account issues; provides feedback and suggestions to improve service levels and processes.
• Serves as a subject matter expert and resource around customer service, self pay, financial assistance, bankruptcy, deceased and/or other regulatory matters; provides training, guidance, and support to team members towards the achievement of revenue management operational objectives.

Minimum Requirements

• Education: High School Diploma or GED
• Experience: <2 years

Preferred Requirements

• Experience: 2-5 years
• Supervisor Experience: No Experience

Benefits and Legal Statement

BJC Total Rewards

At BJC we're committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to our Benefits Summary.

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer