Wisconsin Staffing
Customer Service Representative, Patient Accounts
This role involves managing both inbound and outbound calls in a fast-paced call center environment. The customer service representative will interact with Mercyhealth's internal and external customers, including patients, guarantors, estate representatives, attorneys, clinicians, third-party payers, collection agencies, and Mercyhealth employees. They will address inquiries about medical accounts and work towards resolving outstanding balances promptly, aiming to collect patient balances before referring them to an external agency. The representative will be knowledgeable about all revenue cycle processes, from registration to billing and collections. Additionally, they will assist patients and their families with financial assistance applications and provide information on various resources for obtaining healthcare coverage. Essential duties and responsibilities include: In-depth knowledge of all applications used by Patient Financial Service partners such as: Epic, Retired Epic, Matrix, Kronos, Microsoft Outlook, Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport OneSource, Paytrace, Forward Health, etc. Fluent and knowledgeable on EPIC Guarantor based billing. Take customer calls in a fast-paced environment with the ability to think quickly and provide accurate answers to their inquiries and concerns. De-escalate situations involving dissatisfied customers offering assistance and support. Assist walk-in patients with billing inquiries. Guide callers through troubleshooting MyChart including generating activation codes and password reset of Guest pay accounts. Work closely with pre-collect and bad-debt vendors to resolve patient inquiries in an efficient and accurate manner. Researches and performs audits on patient accounts to determine where balances are due, from third party payers or patient responsibility. Understand statement cycles, the bad-debt process and collection practices. Has in-depth knowledge of community-based, state or federal government programs to provide assistance to patients who have no ability to pay for their health care needs. Screens patients and provides assistance with completion of the application process for the financial assistance program. Thorough understanding of how to identify if charges on a patient's account are correct. The representative will need an in-depth understanding of what information is available to assist in the process of account resolution such as medical record, insurance websites, etc. Assists patients/callers on billing concerns, account balances, account payment options and various insurance resources in person or over the telephone.
This role involves managing both inbound and outbound calls in a fast-paced call center environment. The customer service representative will interact with Mercyhealth's internal and external customers, including patients, guarantors, estate representatives, attorneys, clinicians, third-party payers, collection agencies, and Mercyhealth employees. They will address inquiries about medical accounts and work towards resolving outstanding balances promptly, aiming to collect patient balances before referring them to an external agency. The representative will be knowledgeable about all revenue cycle processes, from registration to billing and collections. Additionally, they will assist patients and their families with financial assistance applications and provide information on various resources for obtaining healthcare coverage. Essential duties and responsibilities include: In-depth knowledge of all applications used by Patient Financial Service partners such as: Epic, Retired Epic, Matrix, Kronos, Microsoft Outlook, Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport OneSource, Paytrace, Forward Health, etc. Fluent and knowledgeable on EPIC Guarantor based billing. Take customer calls in a fast-paced environment with the ability to think quickly and provide accurate answers to their inquiries and concerns. De-escalate situations involving dissatisfied customers offering assistance and support. Assist walk-in patients with billing inquiries. Guide callers through troubleshooting MyChart including generating activation codes and password reset of Guest pay accounts. Work closely with pre-collect and bad-debt vendors to resolve patient inquiries in an efficient and accurate manner. Researches and performs audits on patient accounts to determine where balances are due, from third party payers or patient responsibility. Understand statement cycles, the bad-debt process and collection practices. Has in-depth knowledge of community-based, state or federal government programs to provide assistance to patients who have no ability to pay for their health care needs. Screens patients and provides assistance with completion of the application process for the financial assistance program. Thorough understanding of how to identify if charges on a patient's account are correct. The representative will need an in-depth understanding of what information is available to assist in the process of account resolution such as medical record, insurance websites, etc. Assists patients/callers on billing concerns, account balances, account payment options and various insurance resources in person or over the telephone.