PFS Customer Service Rep 1

Mercyhealth Wisconsin and Illinois

17h•$19 - $28•Onsite

About The Position

This role is responsible for providing customer service in a fast-paced environment, handling billing inquiries, assisting patients with various financial needs, and acting as a liaison between patients and various departments. The position requires in-depth knowledge of applications used by Patient Financial Service partners, understanding billing cycles, collection practices, and government programs. The representative will also be responsible for completing pricing transparencies, researching account balances, and documenting all patient encounters accurately.

Requirements

High school diploma or equivalent preferred.
2 - 3 years customer service experience preferred or 1 year customer service in medical field preferred
Passing the Driver’s License Check and/or Credit Check (for those positions requiring).
Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check.
Must be able to follow written/oral instructions.

Responsibilities

In-depth knowledge of all applications used by Patient Financial Service partners such as: Epic, Retired Epic, Matrix, Kronos, Microsoft Outlook, Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport OneSource, Paytrace, Forward Health, etc.
Fluent and knowledgeable on EPIC Guarantor based billing.
Take customer calls in a fast-paced environment with the ability to think quickly and provide accurate answers to their inquiries and concerns.
De-escalate situations involving dissatisfied customers offering assistance and support.
Assist walk-in patients with billing inquiries.
Guide callers through troubleshooting MyChart including generating activation codes and password reset of Guest pay accounts.
Work closely with pre-collect and bad-debt vendors to resolve patient inquiries in an efficient and accurate manner.
Researches and performs audits on patient accounts to determine where balances are due, from third party payers or patient responsibility.
Understand statement cycles, the bad-debt process and collection practices.
Has in-depth knowledge of community-based, state or federal government programs to provide assistance to patients who have no ability to pay for their health care needs. Screens patients and provides assistance with completion of the application process for the financial assistance program.
Thorough understanding of how to identify if charges on a patient's account are correct. The representative will need an in-depth understanding of what information is available to assist in the process of account resolution such as medical record, insurance websites, etc.
Assists patients/callers on billing concerns, account balances, account payment options and various insurance resources in person or over the telephone.
Complete pricing transparencies and estimates in person or over the telephone.
Responds to patient inquiries via in person, mail, phone, MyChart correspondence and/or email. Initiates follow-up to the appropriate Billing or Coding Department and insurance carriers to ensure payment for services.
Familiarity with rules and regulations for Government Insurance including Medicare and Medicaid, Commercial Payers, Third Party Liability, Worker Compensation, Institutional Accounts, Self-Pay, and third party collectors.
Responds to third party and patient requests on credit balances and initiates the refund process in the event monies are due back to the payer or patient.
Documents all patient encounters on appropriate patient account/claim utilizing notes. Ensures account is updated to accurately reflect the current status.
Serves as a liaison to all patient financial staff by maintaining good communication regarding any problems and/or resolutions to patient issues.
Assists with new-hire training to successfully meet 90-day standards.
Protects privacy and confidentiality of customers, patients and partners in accordance with Mercyhealth policies, the Code of Ethics and HIPAA laws.
Complies with Mercyhealth Cash Handling and Collection Policy.
Monitors ACD system on an as needed basis to ensure calls are answered timely.
Ability to meet or exceed established call center productivity metrics.
Ability to meet or exceed established goals on all call monitoring audits.
Ensures accurate and timely completion of daily tasks and projects.
Must be multi-task oriented with solid critical thinking skills and possess the ability to appropriately handle complexity and stress within the changing needs of the patients, families and health system.