Customer Service Representative – Customer Service – FT – Day

Position Status:

Full time

Shift:

First Shift (Days – Less than 12 hours per shift) (United States of America)

Hours per week:

40

Job Information

Exemption Status: Non-Exempt

A Brief Overview

Under direction, responsible for professionally interacting with customers including patients, physicians and other staff members to thoroughly and promptly research and resolve all inquiries and customer service problems. In addition, assists with other duties as assigned.

Education Qualifications

• High School Diploma / GED Required
• Associate’s Degree Preferred

Experience Qualifications

• 3 years Experience in healthcare financial services, healthcare registration services or related healthcare experience. Required

Skills and Abilities

• Working knowledge of basic medical terminology. (Preferred proficiency)
• Detailed knowledge of major third-party billing and contract requirements. (Preferred proficiency)
• Keyboarding skill or typing skill of at least 30 wpm. (Preferred proficiency)

What you will do

• Understands technical primary and secondary billing requirements for third party payors and contracts. Understands the Medical and Clinical services provided by the organization.
• Negotiates financial resolution through proper sequencing of resolution options and the patient’s ability/willingness to pay. Researches and resolves account balance discrepancies.
• Appropriately identifies and completes charity screening process in a timely manner.
• Answers questions from other staff or clinic offices by phone or e-mail in a timely manner.
• Consistently and accurately documents accounts with activities as needed in a timely manner. Verifies accuracy of patient demographic and insurance information with patient or family members, documents and distributes to appropriate staff.
• Promptly follows up with appropriate parties to effectively resolve customer questions and problems.
• Thoroughly and promptly researches customer inquiries for proper resolution. Researches and resolves account balance discrepancies.
• Determines correct contractual allowances.
• Accurately calculates and communicates patient and insurance liabilities for all payer types.
• Assists with the revision or development of the department’s internal documents, procedural manuals and forms, as requested.
• Informs management of any known or suspected violations by other employees or suppliers.
• Identifies and notifies management of customer service issues and potential process/system problems that cause billing and payment errors and assists in improvement implementation as requested.
• Attends and participates at departmental team meetings, work-groups and other organizational educational programs.
• Ensures necessary data, identified processing issues and related information is provided to departmental management, appropriate departments and individuals within the organization in a timely manner.

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

Patient Facing Options

• Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
• Stable access to electricity and a minimum of 25mb upload and internet speed.
• Dedicate full attention to the job duties and communication with others during working hours.
• Adhere to break and attendance schedules agreed upon with supervisor.
• Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• Hybrid

Scope

• No Supervisory Responsibility
• No Budget Responsibility No Budget Responsibility

Physical Demands

• Balancing: Occasionally 1-3 Hours
• Carrying: Occasionally 1-3 Hours
• Climbing (Ladders): Rarely less than 1 hour
• Climbing (Stairs): Rarely less than 1 hour
• Crawling: Rarely less than 1 hour
• Crouching: Rarely less than 1 hour
• Driving (Automatic): Rarely less than 1 hour
• Driving (Standard): Rarely less than 1 hour
• Eye/Hand/Foot Coordination: Frequently 3-5 Hours
• Feeling: Occasionally 1-3 Hours
• Grasping (Fine Motor): Frequently 3-5 Hours
• Grasping (Gross Hand): Frequently 3-5 Hours
• Handling: Occasionally 1-3 Hours
• Hearing: Occasionally 1-3 Hours
• Kneeling: Rarely less than 1 hour
• Lifting: Occasionally 1-3 Hours up to 25 lbs
• Operate Foot Controls: Rarely less than 1 hour
• Pulling: Occasionally 1-3 Hours up to 25 lbs
• Pushing: Occasionally 1-3 Hours up to 25 lbs
• Reaching (Forward): Occasionally 1-3 Hours up to 25 lbs
• Reaching (Overhead): Occasionally 1-3 Hours up to 25 lbs
• Repetitive Motions: Frequently 3-5 Hours
• Sitting: Frequently 3-5 Hours
• Standing: Occasionally 1-3 Hours
• Stooping: Occasionally 1-3 Hours
• Talking: Occasionally 1-3 Hours
• Walking: Occasionally 1-3 Hours

Working Conditions

• Burn: Rarely less than 1 hour
• Chemical: Rarely less than 1 hour
• Combative Patients: Rarely less than 1 hour
• Dusts: Rarely less than 1 hour
• Electrical: Rarely less than 1 hour
• Explosive: Rarely less than 1 hour
• Extreme Temperatures: Rarely less than 1 hour
• Infectious Diseases: Rarely less than 1 hour
• Mechanical: Rarely less than 1 hour
• Needle Stick: Rarely less than 1 hour
• Noise/Sounds: Rarely less than 1 hour
• Other Atmospheric Conditions: Rarely less than 1 hour
• Poor Ventilation, Fumes and/or Gases: Rarely less than 1 hour
• Radiant Energy: Rarely less than 1 hour
• Risk of Exposure to Blood and Body Fluids: Rarely less than 1 hour
• Risk of Exposure to Hazardous Drugs: Rarely less than 1 hour
• Hazards (other): Rarely less than 1 hour
• Vibration: Rarely less than 1 hour
• Wet and/or Humid: Rarely less than 1 hour

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.

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