Job Title
Customer Service Representative Job Description
Under the direction of the Supervisor or Manager, the Customer Service Representative will ensure customer satisfaction by providing timely and accurate information when responding to patient inquiries. The Customer Service Representative may also respond to and engage with outside vendors who provide customer services to patients. Performance Responsibilities
Resolves customer inquiries and complaints via phone, email, electronic workqueues, reports, etc. by performing research and identifying solutions to customer issues. Takes and evaluates customer service escalations from outside vendors including researching disputed balances, write-off requests, patient payment plan issues, etc. Receives and processes inbound patient self-pay correspondence. Initiates outbound and receives inbound patient phone calls to investigate issues or verify account information. Documents information and all actions such as patient payment information, addresses, phone numbers, and account follow-up information in an accurate and detailed manner. Identifies, verifies and refunds self-pay overpayments. Creates self-pay cash transfer requests, as appropriate. Understands self-pay discount and financial assistance policies to make sure that the discounts are being applied correctly. Utilizes various software and technology to manage workloads and telephone calls. Manages large amounts of inbound and outbound calls and other assigned work in a timely manner. Cooperates and initiates communication with other organizational departments as necessary to resolve patient issues and complaints. Adheres to HIPAA guidelines, rules and regulations at all time. Adheres to all organizational policies and procedures. Position Requirements and Qualifications
Education: High School diploma or equivalent required. Licensure/Certification: Skills: Basic computer skills and some experience in data entry, as well as ability to build fluency in multiple healthcare technology and accounts receivable systems. Strong knowledge of medical insurance and healthcare billing, including knowledge of and adherence to HIPPA regulations, knowledge of third party operations, and knowledge of CPT, ICD10 utilized in medical billing and medical billing terminology. Ability to set priorities and work independently, exercising good judgment, and multi-task in a high stress, fast-paced service environment with patients, patient's family, insurance carriers, and leadership. Ability to comply with procedural guidelines and instructions and to solicit assistance when situations arise that deviate from the norm. Excellent verbal and written communications skills in order to interact with all levels of customers both internal and external. Excellent customer service skills to work effectively with insurance carriers, patients, and colleagues. Ability to maintain professional conduct and good working relationships with staff, management, and payers, including handling upset or disgruntled callers. Analytical problem-solving skills and an attention to detail. Experience: A minimum of two years' experience in healthcare billing, healthcare customer service, or a related field required. Posted Salary Range
USD $24.00 - USD $30.00 /Hr. This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate's qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits. At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.
Customer Service Representative Job Description
Under the direction of the Supervisor or Manager, the Customer Service Representative will ensure customer satisfaction by providing timely and accurate information when responding to patient inquiries. The Customer Service Representative may also respond to and engage with outside vendors who provide customer services to patients. Performance Responsibilities
Resolves customer inquiries and complaints via phone, email, electronic workqueues, reports, etc. by performing research and identifying solutions to customer issues. Takes and evaluates customer service escalations from outside vendors including researching disputed balances, write-off requests, patient payment plan issues, etc. Receives and processes inbound patient self-pay correspondence. Initiates outbound and receives inbound patient phone calls to investigate issues or verify account information. Documents information and all actions such as patient payment information, addresses, phone numbers, and account follow-up information in an accurate and detailed manner. Identifies, verifies and refunds self-pay overpayments. Creates self-pay cash transfer requests, as appropriate. Understands self-pay discount and financial assistance policies to make sure that the discounts are being applied correctly. Utilizes various software and technology to manage workloads and telephone calls. Manages large amounts of inbound and outbound calls and other assigned work in a timely manner. Cooperates and initiates communication with other organizational departments as necessary to resolve patient issues and complaints. Adheres to HIPAA guidelines, rules and regulations at all time. Adheres to all organizational policies and procedures. Position Requirements and Qualifications
Education: High School diploma or equivalent required. Licensure/Certification: Skills: Basic computer skills and some experience in data entry, as well as ability to build fluency in multiple healthcare technology and accounts receivable systems. Strong knowledge of medical insurance and healthcare billing, including knowledge of and adherence to HIPPA regulations, knowledge of third party operations, and knowledge of CPT, ICD10 utilized in medical billing and medical billing terminology. Ability to set priorities and work independently, exercising good judgment, and multi-task in a high stress, fast-paced service environment with patients, patient's family, insurance carriers, and leadership. Ability to comply with procedural guidelines and instructions and to solicit assistance when situations arise that deviate from the norm. Excellent verbal and written communications skills in order to interact with all levels of customers both internal and external. Excellent customer service skills to work effectively with insurance carriers, patients, and colleagues. Ability to maintain professional conduct and good working relationships with staff, management, and payers, including handling upset or disgruntled callers. Analytical problem-solving skills and an attention to detail. Experience: A minimum of two years' experience in healthcare billing, healthcare customer service, or a related field required. Posted Salary Range
USD $24.00 - USD $30.00 /Hr. This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate's qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits. At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.