Customer Service Representative
Customer Service Representative
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Job Description
At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.
Central Maine Healthcare is seeking a Customer Service Rep to join our Team.
This is an on-site full time 40-hour benefits eligible position.
The rate of pay is $20.00 per hour.
The Customer Service Representative is responsible for all communication and research regarding patient accounts as well as for responding to all patient inquiries for the regional healthcare system. This is a highly visible position with limited flexibility. The representatives workflow is dictated by call volumes.
Regulatory Requirements:
High School graduate or equivalent.
Minimum of two years relevant experience including knowledge of insurance billing and medical terminology
Understanding of various insurance plans government agencies Medicare and Medicaid.
What Its Like Working At CMH:
We are all about our team members growth and health. That why we prioritize work/life balance community-based wellness initiatives and tuition reimbursement or student loan repayment for ALL of our team members.
CMH offers a robust benefits package that includes:
- Robust Paid Time Off (PTO) program
- Medical plan with enhanced Tier 1 benefits provided within the CMH system.
- Dental plan
- Vision plan
- Health Savings Account (HSA)
- Basic Life insurance at no cost
- Supplemental Life insurance
- Long-term disability insurance
- 401(k) or 403(b) retirement savings plans
- Tuition IO partnership for student loan repayment assistance and tuition assistance
- Family leave program for Parental Leaves
- Comprehensive Wellness Program
Duties and Responsibilities:
Demonstrates Competency in the Following Areas:
1. Projects a positive image of the department and organization as the first line of contact with patients regarding their financial services
2. Interacts daily with patients regarding billing problems insurance information payment data etc. and applies resolution on established standards and reference guidelines by demonstrating the ability to assist patients and insurance companies with billing questions and problems.
3. Interprets billing questions and provides clarification by developing and maintaining a working knowledge of services offered.
4. Demonstrates ability to assist patients/families with third party billing questions and routes calls appropriately when necessary.
5. Listens and responds to customer service needs with the appropriate level of urgency.
6. Develops and maintains rapport with insurance payers outside agencies and other departments within the regional healthcare system.
7. Updates patient accounts based on verified information from the patient/guarantor
8. Prepares correspondence to patients attorneys and insurance payers (i.e. itemized bills etc.) as necessary within 2 business days.
9. Processes patient requests for financial assistance within 2 business days.
10. Interacts with patients/families in a professional manner. Provides explanations regarding statements insurance coverage; ensures confidentiality of patient records.
11. Sets up payment arrangements for patients/guarantors according to established guidelines and transfers these accounts to Advanced Collection Services (ACS) or the Self Pay Representative as appropriate
12. Processes address changes as notified from ACS and return mail notifications
13. Records appropriately detailed notes on the patient account or guarantor following each call.
14. Reviews Patient Statements for errors and notifies supervisor when necessary
15. Communicates clearly and accurately with the Supervisor.
16. Follows through in a timely manner on all action steps requested by supervisor.
17. Meets stated performance standards for call duration work time per call and call volume.
18. Achieves a Quality Review score of 2.8 or better 90% of the time.
19. Handles all internal and external customer service matters in a timely professional confidential and appropriate manner
20. Adheres to department protocol and Central Maine Healthcare policies and procedures.
21. Demonstrates the ability to be flexible and organized and function well in stressful situations.
22. Provides coverage for other team members when necessary reorganizes workflow as necessary to accomplish this.
23. Assists with projects and other assignments when necessary offering assistance when possible.
24. Acts as a resource to the entire Customer Service team providing training and support as necessary.
25. Processes and completes all job responsibilities in compliance with regulatory requirements.
Language Skills:
Able to effectively communicate in English both verbally and in writing.
Additional languages preferred.
Skills:
Basic computer knowledge.
High level of interpersonal communication skills.
Ability to handle difficult customer situations.
If you are passionate about making a difference and are looking for your next great career opportunity we look forward to reviewing your application!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
