Customer Service-Patient Account Technician, Full-Time

Erlanger Health System • Chattanooga, TN

83d

About The Position

The Patient Account Technician/Customer Service representative is responsible for answering all incoming calls into the main number of Patient Financial Services in a timely and courteous manner. The representative will work both Hospital and Physician billing under the SBO (Single Billing Office) model. They must be able to communicate effectively to resolve the patient's account quickly and accurately. Representatives will be using Avaya CMS phone system to answer all incoming patient/guarantor calls. This includes using the appropriate policy and procedures provided to sign in and sign out of the phone lines appropriately.

Requirements

• High School graduate or equivalent.
• Previous customer service experience.
• Knowledge of insurance and collections.
• One to three years industry experience preferably in a hospital setting.
• Detail oriented, courteous and professional mannerism.

Responsibilities

• Answer all incoming calls into the main number of Patient Financial Services in a timely and courteous manner.
• Work on both Hospital and Physician billing under the SBO model.
• Communicate effectively to resolve patient accounts quickly and accurately.
• Use Avaya CMS phone system to manage incoming patient/guarantor calls.
• Enter comments on patient accounts regarding the nature of inquiry and resolution.
• Add insurance plans and mail requested information to various sources.
• Request appropriate adjustments and patient refunds.
• Collect patient balances that are due.
• Familiarize with insurance terminology such as coinsurance, copays, deductibles, contractual adjustments, explanation of benefits, and/or denials.
• Maintain knowledge of Erlanger Health System's discount and charity policy.
• Work assigned work queues related to returned mail, disputed balances, and returns from collection agencies.
• Review telephone reports with manager/supervisor/coordinator on a weekly basis.
• Maintain the abandoned call rate at a minimum percentage as set by the Director of Patient Financial Services.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees