Customer Service Representative

Overview

Provides support to patients with billing issues under the guidance of Patient Financial Services (PFS) management. Responsible for answering calls and resolving billing concerns promptly and accurately. Assists team members and management with daily tasks and helps develop training materials.

• Required: High school diploma or GED and two years of customer service experience.
• Preferred: Two years of business office experience in a physician practice or hospital.

• None

1. Assess and address incoming calls related to billing.
2. Perform tasks such as researching transactions, re-billing claims, updating insurance info, and verifying eligibility.
3. Serve as a resource and provide guidance to team members.
4. Handle complex account issues and questions.
5. Prioritize and organize workload based on management's guidance.
6. Understand all key PFS processes and their impact on the Revenue Cycle.
7. Assist in developing training materials.
8. Ensure compliance with regulations, HIPAA, and Corporate Responsibility Program.
9. Protect confidential and protected health information.
10. Report issues and collaborate on solutions.
11. Participate in educational activities and take responsibility for job performance.
12. Adhere to corporate and departmental policies, quality improvement programs, and productivity expectations.
13. Maintain satisfactory attendance and punctuality.
14. Perform other relevant duties as assigned.

• Excellent phone etiquette and customer service skills.
• Ability to work independently.
• Positive and professional attitude.
• Stable performance under pressure.
• Effective communication skills (oral and written).
• Strong computer and math skills, including knowledge of Excel.
• Leadership skills and goal achievement.
• Extensive knowledge of Medicare, Medicaid, and third-party insurance guidelines.
• Ability to exercise independent judgment in stressful situations.
• Proficiency in patient accounting, optical imaging, scanning, patient systems, and internet-based insurance websites.

• Clean, comfortable office environment.
• Potentially stressful situations and interactions with upset individuals.
• Flexibility to assist in any disaster or emergency situation.
• Manage exposure to potentially infectious material per OSHA guidelines.

• 0% to 35%: Standing, walking, bending, reaching with arms, lifting up to 20 lbs.
• 65% to 100%: Sitting, finger and hand dexterity, talking, hearing, seeing.
• Occasionally: Lifting, carrying, pushing, or pulling up to 50 lbs and 100 lbs.