Customer Service Rep 1
About The Position
Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner and with consciousness and sensitivity to the diversity of the organization and its patients' needs. Manages a high volume of inbound calls, answers patient inquiries, and determines the appropriate path for resolution and follow-up. Demonstrates excellent customer service and expertise to patients, guarantors, and other external and internal contacts through oral and written communication. Responds to and documents all patient and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience. Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and is able to evaluate the most appropriate route for account resolution. Reads, interprets, and understands various differing insurance correspondence including both explanation and coordination of benefits. Demonstrates a basic understanding of varying different reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both the Physician Billing and Hospital Billing landscape and how those terms may affect the responsible party's benefits and subsequent balance(s). Demonstrates a basic understanding of the standard healthcare coding methodologies, including, but not limited to CPT, HCPCS and ICD-10. Performs all clerical functions required to complete a request using available information and resources. Coordinates to resolve issues requiring follow- up with the appropriate team, insurance companies, attorneys' offices and other departments. Performs appropriate updates to insurance coverage, demographic information and contact information in patient billing system. Performs analysis of the responsible party's outstanding balance and provides consultative services to establish the most efficient and effective account resolution that meets the needs of the patient while also protecting the financial viability of Advocate Health. Prompts guarantors to pay outstanding balances over the phone using a credit or debit card, provides the lockbox mailing address for physical checks or initiates monthly payment arrangements for patients through Advocate Health's third-party partner. Responsible for meeting and maintaining Productivity measures and Quality Assurance goals as established by the Customer Service Department.
Requirements
- High School Diploma or GED with 2 years relevant customer service experience, or bachelor's degree preferred.
Nice To Haves
- 2 years progressive work experience in a hospital billing, professional billing or shared services environment preferred.
- Experience with Epic's Resolute Hospital or Resolute Professional billing applications preferred.
- Working knowledge or professional and hospital billing and follow-up preferred.
- Knowledge of HIPAA standards and medical terminology and billing practices preferred.
- Bi-lingual (Spanish and English) preferred.
Responsibilities
- Receiving and directing the public, by telephone or other electronic means
- Managing a high volume of inbound calls and answering patient inquiries
- Responding to and documenting all patient and internal inquiries regarding hospital and professional visits
- Evaluating the most appropriate route for account resolution
- Reading and interpreting insurance correspondence
- Demonstrating a basic understanding of reimbursement terms across multiple payers and benefit plan types
- Performing all clerical functions required to complete a request
- Coordinating to resolve issues requiring follow-up
- Performing appropriate updates to insurance coverage, demographic information and contact information in patient billing system
- Performing analysis of the responsible party's outstanding balance
- Prompting guarantors to pay outstanding balances
- Meeting and maintaining Productivity measures and Quality Assurance goals
Benefits
- Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
- Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance
- Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
