Customer Service Agent

Schuylkill•Allentown, PA

7d•Onsite

About The Position

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network. Summary Interacts with patients and hospital departments in a thorough and professional manner utilizing excellent verbal and written communication skills. Acts as patient ambassador between clinical and operational areas to address patient inquiries related to financial matters while representing LVHN in a positive manner. Responsible for a comprehensive knowledge of the entire revenue cycle as it relates to hospital and physician billing/collection services, registration, coding and financial counseling.

Requirements

High School Diploma/GED
3 years customer service or related experience in a call center environment or 2 years previous customer service, billing, and/or collections experience or 2 years healthcare experience.
Ability to exchange factual information on patient billing and/or relay caller's needs to appropriate personnel.
Proficient in Microsoft Office applications.
Strong work ethic and professional demeanor.
Strong attention to detail, accuracy and efficiency.
Successful completion of DOE and Revenue Cycle Education within 3 months of hire.

Nice To Haves

Associate’s Degree in Health Care Administration, Finance or Business.
Bi-Lingual (English/Spanish)
Knowledge of medical terminology.

Responsibilities

Utilizes a working knowledge of charging, coding and insurance requirements related to hospital and physician claims to assist patients with their inquiries.
Proficient with multiple payment systems to effectively collect and apply hospital, physician and non-patient cash.
Apply emotional intelligence with an empathetic approach toward crucial conversations with patient about their outstanding balances.
Requires the ability to recognize patters of patient concerns/complaints in an effort to defuse and deescalate patient anxiety through comprehensive explanations and/or escalating to the appropriate member of the management team.
Resolves patient’s balances by offering options to address outstanding balances such as establishing a payment plan, application for Financial Assistance, update missing or incomplete information on their hospital/physician account so that the insurance claim can be resubmitted.
Comprehensive knowledge of entire revenue cycle with a concentration in registration related functions to ensure maximum financial recoveries through accurate billing and collections.
Conducts preliminary screening of patient's eligibility for financial assistance; provides the necessary documentation to complete the Financial Assistance Application process.
Engages Financial Counselors and/or social workers when appropriate based upon information gathered from patient.
Responsible for comprehensive knowledge of multiple legacy systems to review and address a plethora of patient questions and/or concerns.
Review, process and interprets correspondence from a multitude of media, determine the appropriate course of action including but not limited to scanning, routing to clinical or operational areas within LVHN.
Maintains Industry Standard Customer Call Center best practices through KPI's including, but not limited to, talk time, call quality and abandonment rate.