Job Details
Job Description
This employee provides direct assistance to customers with their patient business services inquiries.. Serves as an advocate for the patient in explaining and resolving questions, issues or concerns relating to their hospital accounts.
Responsibilities
Full time coverage of the C/S Telephone Unit to receive calls from internal and external customers with questions, issues, concerns or complaints regarding their accounts.
The CSR researches, processes and follows up requests in a timely manner to resolve patient inquiries.
Analyzes and responds to customers by providing information, routing calls, taking messages and contacting appropriate staff or Third Parties to provide complete account documentation. reimbursement analysis and resolutions.
Receives correspondence, reviews and responds or distributes it appropriately. Reviews documents and may prepare responses to routine correspondence as directed. ice requests from attorneys, other departments etc.
Processes on line self pay payments. Also processes, credit card payments through a swipe terminal. Prepares and mails receipts to patients.
Performs confidential financial screenings to determine the patient's/guarantor's ability to pay. Sets up payment plans, refers accounts to Bad Debt Agencies or screens patients for eligibility for the hospital's financial assistance programs.
Prepares itemized bills and copies of explanations of benefits.
Assists with refund processing, and account documentation.
Documents all actions taken on an account.
Identifies and relays to management, issues or trends that impact Customer Service. Makes recommendations to improve and exceed the customer's expectations.
Qualifications
Computer Literacy in a PC environment.
Strong organizational skills.
Excellent interpersonal, communication and customer service skills.
Ability to handle multiple tasks in a fast paced environment.