Customer Service Representative-I (Medical Billing Customer Service Call Center ) _ PFS (Remote
Customer Service Representative-I (Medical Billing Customer Service Call Center ) _ PFS (Remote
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Job Description
Employment Type:
Full timeShift:
Day ShiftDescription:
POSITION PURPOSE
Work Remote Position
(Pay Range: $18.8367-$28.2551)
The Customer Service Representative handles customer inquiries in a timely professional manner to solicit customer satisfaction through the resolution of issue(s). Responds to inquires timely and accurately. They are responsible for triaging the call and electronically referring the account to the appropriate area for resolution. This individual validates and updates critical demographic and insurance data and forwards the revised information to the appropriate. Provides excellent customer service in not only resolving inquires but assisting the customers navigate through the Ministry Organization and the billing process.
ESSENTIAL FUNCTIONS
Knows understands incorporates and demonstrates the Trinity Health Mission Vision and Values in behaviors practices and decisions.
Handles all inbound customer inquiries (telephone fax mail and web-based patient portal) and responds to customer requests with the highest level of customer quality possible:
- Provides resolution to service requests when possible and refers the inquiry to the functional area if more extensive resolution is required.
- Documents timely and accurately all contacts issues actions taken and results within the patient accounting system.
- Transfers and escalates contacts as appropriate based upon standard operating procedures.
Communicates with physicians and their office staff Patient Access Medical Records/Health Information Management Utilization Review/Case Management Managed Care Ancillary and Nursing staff as required to clarify customer service inquiries.
May prepare special reports as directed by the Manager to document billing and follow-up services (e.g. Number of contacts contact issues/reasons number of unresolved issues etc.).
May serve as relief support if the work schedule or workload demands assistance to departmental personnel. May also be chosen to serve as a resource to train new employees. Cross- training in various functions is expected to assist in the smooth delivery of departmental services.
Other duties as needed and assigned by the manager.
Maintains a working knowledge of applicable Federal State and local laws and regulations Trinity Healths Organizational Integrity Program Standards of Conduct as well as other policies and procedures in order to ensure adherence in a manner that reflects honest ethical and professional behavior.
MINIMUM QUALIFICATIONS
High school diploma or an equivalent combination of education and experience. Associate degree in accounting or business administration highly desired. Data entry skills (50-60 keystrokes per minutes). Past work experience of at least one year within a healthcare environment performing customer service financial counseling and/or financial clearance is required. Knowledge of insurance and governmental programs regulations and billing processes (e.g. Medicare Medicaid Social Security Disability Champus Supplemental Security Income Disability etc.) managed care contracts and coordination of benefits is required. Working knowledge of medical terminology anatomy and physiology medical record coding (ICD-10 CPT HCPCS) multilingual and basic computer skills are highly desirable.
Demonstrated call center experience with the ability to utilize voice/data equipment to fulfill customer expectations is strongly preferred.
Excellent communication (verbal and writing) and organizational abilities. Interpersonal skills are necessary in dealing with internal and external customers including the ability to interpret customer requirements recommend and take action to satisfy the customers needs. Accuracy attentiveness to detail and time management skills are required.
To successfully accomplish the essential job functions of this position the incumbent will be required to work independently read write and operate keyboard and telephone effectively.
Must be comfortable operating in a collaborative shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty integrity and caring with the ability to inspire and motivate others to promote the philosophy mission vision goals and values of Trinity Health.
PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. Excellent problem solving skills are essential.
This position requires the ability to comprehend and retain information that can be applied to work procedures to achieve appropriate service delivery.
The greatest challenge in this position is to ensure that customer service activities are performed promptly and in an accurate manner to assist in order to reduce potential financial loss to the patient and the Ministry Organization. The incumbent must have a thorough knowledge of various insurance documentation requirements the patient accounting system and various data entry codes to ensure proper service documentation and billing of the patients account.
Position operates in an office environment. Work area is well-lit temperature controlled and free from hazards. The incumbent is subject to eyestrain due to the many hours spent looking at a CRT screen. The noise level is low to moderate.
Completion of regulatory/mandatory certifications and skills validation competencies preferred.
Must possess the ability to comply with Trinity Health policies and procedures.
Our Commitment
Rooted in our Mission and Core Values we honor the dignity of every person and recognize the unique perspectives experiences and talents each colleague brings. By finding common ground and embracing our differences we grow stronger together and deliver more compassionate person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other status protected by federal state or local law.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
