Job Details

ID #6041924
Estado Wyoming
Ciudad Cody
Full-time
Salario USD TBD TBD
Fuente West Park Hospital
Showed 2020-11-23
Fecha 2020-10-30
Fecha tope 2020-12-29
Categoría Servicio al cliente
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Customer Service Representative

Wyoming, Cody, 82414 Cody USA

Vacancy caducado!

JOB TITLE: Customer Service Representative

DEPARTMENT: Patient Financial Services

REPORTS TO: Patient Financial Services Director

JOB SUMMARY

Welcome walk in patients using the AIDET concept. Resolve patient concern via telephone and face to face. Respond to all voice mails within 24 hours. Provide the highest level customer service to all internal and external customers while avoiding extraneous personal conversation. Maintains a working knowledge of the Federal and State regulatory and insurance requirements ensuring that changes are incorporated in a daily job function. Demonstrate understanding of the HIPAA and PHA regulations. Bedside visits to self-pay patients for resolution. A deep knowledge of what constitutes high quality of customer service, along with the standards that are embedded in many of the CAHPS survey. Listen to customer request and promptly takes necessary steps to assist. Has self-accountability and is self-motivated to work own initiative. Maintain broad knowledge of products, pricing, promotions, procedures and other important issues through management communication, meetings, web sites, focus group and formal training. Retains basic and broad knowledge of the billing UB04, 1500, EOB, ABN, CPT and ICD10 codes. Knowledge of the processing of payment plans, financial assistance, Title 25, bad debt and collection agencies. Manages all aspects of cashiering function and payment plan establishments. Always remember “Customers do not seek healthcare services when they are well. More importantly patients want healthcare companies and their employers to show they care about individual needs, situation and wellbeing, which is demonstrated during every interaction”.

JOB REQUIREMENTS

Any formal combination of formal education and or work experience to sufficiently demonstrate possession of the knowledge, skill and ability to perform the essential task of the job function.

EXPERIENCE

Previous billing/finance. Customer service preferably in a physician office, medical setting.

SKILLS

Excellent customer service skills, computer experience. Analytical thinking, Collection of payments, follow-up of insurance claims. Medical terminology.

REQUIRED CERTIFICATIONS

CHAA, CRCR from HFMA preferred. High school diploma or GED.

ESSENTIAL FUNCTIONS

  • Maintain strict confidence of patient information.
  • Recommend (to lead/supervisor/director) regarding updates to the department policy and procedure that supports our values and are intended to increase efficiency and promote data integrity.
  • Collect co pay/deposit based on the verification obtained and generate receipt after entering payment into the system.
  • Has extensive knowledge of insurance plan requirements.
  • Has extensive knowledge of the billing procedures and requirements.
  • Recognize situations that require supervisor/director assistance.
  • Demonstrate initiative to cross train in other areas of the PFS department.

  • Demonstrate ability to handle varying tasks and setting priorities.
  • Demonstrate ability to manually continue business during downtime.
  • Follows policy and procedures and safety standards. Completes required educational assignments.
  • Displays competence in use of all information computer system that supply information regarding patient demographics.
  • Understanding of all Federal and state regulatory and insurance requirements ensuring that changes are incorporated in a daily job function.
  • Provides the highest level of customer service skills to all patients, co-workers, guests and vendors.
  • Welcome walk in customers using the AIDET concept.
  • Resolve patient concerns while face to face with office setting.
  • Respond to all voice mail messages within 24 hours.
  • Resolve patient concern on telephone accurately and professionally using the AIDET concept.
  • Strive for 95-100% customer satisfaction scoring at all times.
  • Resolve all concerns by accepting payment in full, setting payment plan, providing discounts (according to department policy). Complex situations to be reviewed with director.
  • Contact self-pay patients prior to service for reimbursement of account.
  • Complete pre-debt to move to bad debt status.
  • Evaluate and refer non-compliant accounts to the bad debt file to be transferred to the collection agencies.
  • Contact patients that are delinquent to resolve situation, and avoid being transferred to bad debt status.
  • Reprocess insurance accounts that need to be rebilled to the billing department.
  • Process hospital employee payroll deduction accounts. Correspond with the payroll department for accurate funding.
  • Process Title 25 patient’s required documents to the county. County will forward documents to the state for reimbursement.

  • Process all Financial Assistance application and provide completed applications to the Director for approval/denial.
  • Provide estimates to patients requesting this information. Request current charge master to enable accurate estimates.
  • Process bankruptcies, deceased notifications into the system.
  • Maintain cash drawer with second verification. Report any discrepancies to the director.
  • Maintain time management when speaking to walk in or telephone concerns to provide high productivity standards. Set daily goals and reach to achieve your goals.
  • Bedside visit to self-pay patient to determine financial responsibility. Enter information into the patient account. Follow up as needed.

Vacancy caducado!

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