Customer Service Representative
ThedaCare, Neenah, WI, United States
Customer Service Representative
The Customer Service Representative performs first level customer service through an inbound call center. Manages a high volume of inbound phone calls and resolves customer requests in a timely, accurate, and consistent manner. Demonstrates financial stewardship by addressing patient balances when inbound calls present to ensure timely processing of payments, payment plans, and financial assistance. Key Accountabilities: Answers phone calls that present to the inbound call center by completing a full assessment of the account including reviewing documentation, insurance coverage, charges, chart, and payments to provide customer with accurate information and perform necessary next steps to deliver first pass resolution. Meets quality and productivity expectations as defined in the operating procedure. Adds or updates insurance coverages to maximize insurance benefits. Collects patient balances by educating patient of their financial responsibilities, processing payments, and negotiating payment plans to ensure timely collection of patient balances. Educates customer of alternative payment sources such as financial assistance when patient demonstrates a hardship. Completes pre-screen when applicable to determine if a financial assistance application should be completed by the customer. Screens and documents interactions with customer according to established standards. Collaborates with internal and external partners such as collection agencies and insurance enrollment partners to ensure accurate patient billing. Demonstrates working knowledge of CPT/HCPCS codes, all facets of insurance claim filing requirements, regulations, and assigned departmental operating procedures ensuring consistency for customers. Enhances skill set and professional growth through participation in educational programs, current literature, in-service workshops, and meetings. Qualifications: High School diploma or GED preferred Must be 18 years of age Physical Demands: Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties Work Environment: Use of computers throughout the work day Frequent use of keyboard with repetitive motion of hands, wrists, and fingers Normally works in climate controlled office environment Frequent sitting with movement throughout office space This position involves frequent phone communication with patients and staff. All inbound and outbound calls are recorded and monitored for quality assurance, training, and compliance purposes. Scheduled Weekly Hours: 40 Scheduled FTE: 1 Location: ThedaCare Corporate Office - Neenah, Wisconsin Overtime Exempt: No Worker Shift Details: Days About ThedaCare: ThedaCare is a community health system consisting of seven hospitals, numerous clinics and related services. We are the third largest health care employer in Wisconsin and the largest employer in the state's second largest economic market - Northeast Wisconsin - with approximately 6,800 employees. Through our 100-year history, ThedaCare has woven itself into the very fabric of the communities we serve. For our employees, ThedaCare offers an environment that not only welcomes but also encourages innovative thinking and fresh approaches to today's health care challenges. We've improved the health of thousands of individuals. We know this because we track our quality and constantly seek to improve our care and services for the members of our communities. This job posting is available in other languages besides English free of charge. Please contact the ThedaCare Employment Center to make your request at 920-830-5800 and then prompt "1". ThedaCare is an Equal Opportunity Employer. ThedaCare complies with applicable Federal civil rights laws and does not discriminate on the basis of race, ancestry, color, religion, sex, gender identity, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, or any other basis protected by law.
The Customer Service Representative performs first level customer service through an inbound call center. Manages a high volume of inbound phone calls and resolves customer requests in a timely, accurate, and consistent manner. Demonstrates financial stewardship by addressing patient balances when inbound calls present to ensure timely processing of payments, payment plans, and financial assistance. Key Accountabilities: Answers phone calls that present to the inbound call center by completing a full assessment of the account including reviewing documentation, insurance coverage, charges, chart, and payments to provide customer with accurate information and perform necessary next steps to deliver first pass resolution. Meets quality and productivity expectations as defined in the operating procedure. Adds or updates insurance coverages to maximize insurance benefits. Collects patient balances by educating patient of their financial responsibilities, processing payments, and negotiating payment plans to ensure timely collection of patient balances. Educates customer of alternative payment sources such as financial assistance when patient demonstrates a hardship. Completes pre-screen when applicable to determine if a financial assistance application should be completed by the customer. Screens and documents interactions with customer according to established standards. Collaborates with internal and external partners such as collection agencies and insurance enrollment partners to ensure accurate patient billing. Demonstrates working knowledge of CPT/HCPCS codes, all facets of insurance claim filing requirements, regulations, and assigned departmental operating procedures ensuring consistency for customers. Enhances skill set and professional growth through participation in educational programs, current literature, in-service workshops, and meetings. Qualifications: High School diploma or GED preferred Must be 18 years of age Physical Demands: Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of twenty-five (25) pounds without assistance Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties Work Environment: Use of computers throughout the work day Frequent use of keyboard with repetitive motion of hands, wrists, and fingers Normally works in climate controlled office environment Frequent sitting with movement throughout office space This position involves frequent phone communication with patients and staff. All inbound and outbound calls are recorded and monitored for quality assurance, training, and compliance purposes. Scheduled Weekly Hours: 40 Scheduled FTE: 1 Location: ThedaCare Corporate Office - Neenah, Wisconsin Overtime Exempt: No Worker Shift Details: Days About ThedaCare: ThedaCare is a community health system consisting of seven hospitals, numerous clinics and related services. We are the third largest health care employer in Wisconsin and the largest employer in the state's second largest economic market - Northeast Wisconsin - with approximately 6,800 employees. Through our 100-year history, ThedaCare has woven itself into the very fabric of the communities we serve. For our employees, ThedaCare offers an environment that not only welcomes but also encourages innovative thinking and fresh approaches to today's health care challenges. We've improved the health of thousands of individuals. We know this because we track our quality and constantly seek to improve our care and services for the members of our communities. This job posting is available in other languages besides English free of charge. Please contact the ThedaCare Employment Center to make your request at 920-830-5800 and then prompt "1". ThedaCare is an Equal Opportunity Employer. ThedaCare complies with applicable Federal civil rights laws and does not discriminate on the basis of race, ancestry, color, religion, sex, gender identity, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, or any other basis protected by law.