Customer Svc Rep

8:30-5

Pay Range

Major Responsibilities:

• Delivers an exceptional Patient Financial experience by receiving and directing the public by telephone or other electronic means in a professional and courteous mannerdemonstratingsensitivity to the diversity of the organization and its patients needs.
• Manages a high volume of inbound calls answers patient inquiries anddeterminestheappropriate pathfor resolution and follow-up.
• Demonstrates excellent customer service andexpertiseto patients guarantors and other external and internal contacts through oral and written communication.
• Responds to and documents all patients and internal inquiriesregardinghospital and professional visits in the patient billing platform as they relate to thepatientfinancial experience.
• Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and evaluates the mostappropriate routefor account resolution.
• Reads interprets and understands various insurance correspondence including both explanation and coordination of benefits.
• Demonstrates a basic understanding of reimbursement terms across multiple payers and benefit plan types (HMO PPO Indemnity HDHP) in both Physician Billing and Hospital Billing and how these affect responsible party benefits and balances.
• Demonstrates a basic understanding of standard healthcare coding methodologies (e.g. CPT HCPCS ICD-10).
• Performs all clerical functionsrequiredto complete requests using available information and resources.
• Coordinates issue resolution withappropriate teams insurance companies attorneys offices and other departments as needed.
• Perform updates to insurance coverage (NC/GA only) demographic and contact information in the patient billing system.
• Analyzes responsible party outstanding balances and provides consultative services toestablishefficient account resolutions that meets patient needs while protecting Advocate Healths financial viability.
• Prompts guarantorsto payoutstanding balances by phone with a credit or debit card provides lockbox address for checks orinitiatesmonthly payment arrangements.
• Responsible for meeting andmaintainingestablished productivity and quality assurance goal
• Responds to and documents all patients and internal inquiriesregardinghospital and professional visits in the patient billing platform as they relate to thepatientfinancial experience.
• Upon successful completion of the Trainee Program (approx. 6 months) including all elements listed inmajor responsibilitiesand with Supervisor recommendationteammatemay be eligible forpromotionto Customer Service Representative.

Licensure Registration and/or Certification Required:

• None Required

Education Required:

• High School Diploma or GED

Experience Required:

• 2 years relevant customer service experience

Knowledge Skills & Abilities Required:

• Experience with Epics Resolute Hospital or Resolute Professional billing applications preferred.
• Working knowledge of professional and hospital billing and follow-up preferred.
• Knowledge of HIPAA standards medical terminology and billing practices preferred.
• Bi-lingual (Spanish and English) preferred.

Physical Requirements and Working Conditions:

• Work primarily involves sitting with some walkingrequired.
• Heavy telephone use and interaction with patients family members other departments and external sources.
• Minimal standing for filing documents and research.
• Moderate reaching and bending necessary.

PreferredJobRequirements:

Education:

• Associates Degree

Experience:

• 2 years incall centerhospital billing professional billing or shared services environment preferred

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our CommitmenttoYou:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs competitive compensation generous retirement offerings programs that invest in your career development and so much more so you can live fully at and away from work including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications skills relevant experience and/or training
• Premium pay such as shift on call and more based on a teammates job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical dental vision life andShort- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program