Customer Care Representative I

Cheyenne Regional Medical Center•Cheyenne, WY

20d

About The Position

In a high-paced environment; receives inbound and makes outbound calls to patients, reviews patient accounts to answer questions, communicates payment options and assists with taking payments on the phone utilizing billing systems. Will answer questions on insurance payment and verify demographic information. Why Work at Cheyenne Regional? 403(b) with 4% employer match ANCC Magnet Hospital 21 PTO days per year (increases with tenure) Education Assistance Program Employee Sponsored Wellness Program Employee Assistance Program Loan Forgiveness Eligible Here is What You Will Be Doing: Provides in-depth review of patient account information to answer questions regarding patient responsibility, account billing status, insurance information and charges. Summarizes and documents patient calls Communicates and transfers information to clinics and other departments as applicable for resolution. Works patient correspondence, updates information, audits accounts and mails out requested information. Ensures all workflow items are completed within the set turn-around-time and quality expectations. Develops, maintains, and conducts standard work for complex accounts including, but not limited to, legal authorizations, probate, bankruptcy and settlement offers. Develops, maintains, and conducts standard work for daily, weekly, and monthly reconciliation of accounts placed with external collection agencies. Develops, maintains, and conducts standard work for posting adjustments and refunds for accounts. About Cheyenne Regional: Cheyenne Regional Medical Center was founded in 1867 as a tent hospital by the Union Pacific Railroad to treat workers injured while building the transcontinental railroad. Today, we are the largest hospital in the state of Wyoming, employing over 2,000 people, and treating over 350,000+ patients from southeastern Wyoming, western Nebraska, and northern Colorado. We pride ourselves on patient and employee experience by living our core values of Integrity, Caring, Compassion, Respect, Service, Teamwork and Excellence to great health. Our team makes a difference every day by providing trusted healthcare expertise through a passionate and I.N.S.P.I.R.E.(ing) approach with a personal touch. By living our values, we aim to achieve our goal of becoming a 5-star rated hospital, providing critical support and resources to our community and the greater region we serve. If you are eager to make a difference and passionate about healthcare, we encourage you to apply today!

Requirements

Ability to communicate effectively with internal and external clients
Ability to use good judgment and critical thinking skills to identify and resolve problems
Proficient skills in MS Office software; particularly Excel and Outlook
Computer and telephone knowledge
Efficient and accurate keyboard/typing skills
Ability to exhibit a high level of professionalism with a strong work ethic and commitment to satisfaction
Functional knowledge of HIPAA rules and regulations
In-depth working knowledge of the various applications associated with the workflows
High school diploma (or Equivalent Certificate from an accredited program) or higher degree
Six (6) months or more of customer service and/or monetary transaction experience

Nice To Haves

Call center experience
Bilingual Spanish
Coding and billing certification
Experience with privacy laws, access and release of information

Responsibilities

Provides in-depth review of patient account information to answer questions regarding patient responsibility, account billing status, insurance information and charges.
Summarizes and documents patient calls
Communicates and transfers information to clinics and other departments as applicable for resolution.
Works patient correspondence, updates information, audits accounts and mails out requested information.
Ensures all workflow items are completed within the set turn-around-time and quality expectations.
Develops, maintains, and conducts standard work for complex accounts including, but not limited to, legal authorizations, probate, bankruptcy and settlement offers.
Develops, maintains, and conducts standard work for daily, weekly, and monthly reconciliation of accounts placed with external collection agencies.
Develops, maintains, and conducts standard work for posting adjustments and refunds for accounts.