Job Details
Job Description
The Customer Service Representative is part of the PBS Customer Service Telephone Unit that assists internal and external customers' needs or inquiries.
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.
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 on 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. Responds to requests from attorneys, extended business offices, collection agencies, other departments etc.
Processes self-pay payments through online portal or through 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.
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.
Fluency in Spanish is highly desirable.
High School Graduate, or equivalent. Some College or Business school training, and or two years prior equivalent experience in a business setting, preferably in healthcare.