About the Role (HOSPITAL AND BILLING EXPERIENCE IS REQUIRED)
The Customer Service Representative is responsible for answering all incoming telephone calls, responding to patient emails, correspondence, and messages in order to resolve patient issues and concerns. The representative is responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime. This position is responsible for assisting walk-in patients in order to resolve patient account issues and concerns.
This representative is responsible for answering all incoming telephone calls, responding to patient emails, correspondence, and messages in order to resolve patient issues and concerns. The representative is responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime. This position is responsible for assisting walk-in patients in order to resolve patient account issues and concerns.
- Not fielding calls, they are speaking on billing inquiries and need to be more knowledgeable and know where to find answers
- Need Hospital billing experience and exposure to EPIC is a plus
- HB billing
- Opportunity to be remote, hybrid or on-site after successful training and consistently meeting KPI’s (could be 6 months – 1 year)
Responsibilities
- Responsible for answering all incoming telephone calls in a proficient manner with resolution in the shortest amount of time possible
- Responsible for assisting walk-in patients in resolving patient account issues
- Responsible to communicate with patients to obtain accurate information and update EMR system accordingly
- Responsible to assure accounts are properly updated and sent to insurance companies when updated information has been received or obtained
- Recodes accounts by insurance carrier and plan numbers to assure proper billing
- Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as necessary
- Responsible to escalate to management issues as identified
- Completes charge adjustments and allowances entries on accounts as needed
- Processes rejections on third party accounts
- Responsible for reviewing laser statements during call downtime and initiating third party billing to the appropriate insurance based on information provided by patient on the laser statement
- Review and reconciliation of patient overpayments
- Responsible for processing patient payments and researching discrepancies
- Performs all other related duties as assigned
- Understands and adheres to the WPH performance standards, policies and behaviors
Qualifications
- High School Diploma required
- Customer service experience required
- Clerical experience required
- Minimum of one to two year’s-experience in a hospital setting
- Knowledge of third-party billing and reimbursement
- Ability to use basic office equipment and knowledge of computers
- Effective 12/1/2022 the HBI (Healthcare Business Insights) one time certification course is required and must be completed during the onboarding period and prior to start date.
Required Skills
- Ability to cooperate with others
- Must be able to speak, write understand and communicate the English language
- Effectively communicate with internal and external customers
- Retains composure under stress
- Integrity to handle the confidential aspects of work
Pay range and compensation package
Salary Range: $53,840.67-$80,782.07
