Customer Experience Representative

LCMC Health

77d

About The Position

Your job is more than a job. Everyone is. And that’s what makes you great at your job—all the little extras you bring to work every day, the things that make you you. At LCMC Health we value those things about you, because we know that all those little extras add up to extraordinary. And we’ve built a culture that supports and celebrates the extraordinary. You’ll see it when you come to work here, in the spirit of our places and the faces of our people. And every patient we heal, every family we comfort, every life we improve is the outcome of countless little extras adding up to an extraordinary result. Join LCMC Health, and you’ll find that our everyday makes it easy to live your extraordinary.

Requirements

• At least 2 years experience in a hospital or physician setting.
• Previous experience in a call center environment preferred.
• High school diploma or GED.
• Must be able to pass basic computer skills test and system level training.
• Superior communication, organizational, and analytical skills.
• Strong attention to detail.
• Strong interpersonal and customer service skills.
• Ability to work in a fast-paced environment.
• Ability to comply with procedural guidelines and maintain confidentiality.
• Knowledge of insurance processing terminology.
• Experience with analyzing explanation of benefits (EOBs) from various insurance companies/payers.
• Retains data entry skills and basic knowledge of Excel, Word and Outlook preferred.
• Possesses excellent organizational and time management skills.
• Experience with Epic software.

Responsibilities

• Accepts inbound phone calls from patients, early out and bad debt vendors, physician offices, insurance carriers, etc. within a specific response-to-call timeframe and with the intent to resolve the caller’s concern immediately.
• Follows scripts as provided by the call center manager to facilitate consistent and expedient account resolution.
• Provides exceptional customer service that aims to improve patient and/or guarantor relations and contribute to a positive work environment.
• Clearly explains charges to customers, reports any charge/payment errors to managerial staff, and resolves any errors within LCMC’s computer system.
• Utilizes multiple resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence.
• Negotiates full payment from patients and helps them set up an agreeable payment plan.
• Collects patient payments and follows levels of authority for posting adjustments.
• Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB).

Benefits

• Equal opportunity employer.
• Community-focused work environment.
• Supportive culture that values individual contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees