Customer Service Rep

Brown Medicine•Providence, RI

10d•$18 - $26•Onsite

About The Position

The Customer Service Rep reports to the Office Manager and carries out the admission process by identifying customer needs, determining appropriate services, and beginning the processes needed to meet those needs. The role provides a high level of service to internal and external customers and is expected to model Brown University Health’s values of Compassion, Accountability, Respect, and Excellence. The position handles customer inquiries and service orders, gathers and records patient and activity information, supports authorizations and insurance verification, and prepares service and billing paperwork. It also monitors customer service workflows, helps resolve complaints, participates in quality improvement activities, and performs other assigned tasks. The work is based at The Miriam Hospital in Providence, Rhode Island. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with rotating Saturdays and possible holidays; the day shift is eight hours.

Requirements

High school diploma or GED.
Proficient computer skills.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to document medical information received by phone and present information effectively to physicians, clients, insurers, and other employees.
Ability to perform simple mathematical calculations involving whole numbers, common fractions, and decimals.
Ability to apply common-sense understanding to written, oral, or diagrammatic instructions and address problems involving several concrete variables in standardized situations.
At least one year of related experience and/or training, or an equivalent combination of education and experience, with medical terminology gained through a healthcare environment.

Nice To Haves

Experience in a call center environment.

Responsibilities

Answer phone calls according to organizational protocol and address callers’ needs.
Explain available services to customers and coordinate services appropriately.
Speak with customers by phone or in person and take orders to install, discontinue, or change services.
Receive customer complaints, investigate problems as needed, and report critical issues to a supervisor.
Gather data, including sales activity by referral source, for reports generated through the in-house computer system; generate activity reports, including reports on orders unable to be filled.
Intake patient information from various sources and record clinical, financial, and demographic details.
Determine whether supplies or equipment are available.
Evaluate medical necessity of orders according to payer standards and guidelines.
Obtain initial authorizations and insurance verifications from payers accurately and promptly.
Solicit sales of new or additional services and generate delivery slips for rental and sales orders using a computer.
Ensure paperwork is complete for billing in accordance with Joint Commission standards.
Generate paperwork for returned items and for timely delivery of enteric products according to the monthly schedule.
Monitor day-to-day customer service activities to support efficient workflow and customer satisfaction.
Initiate the complaint process and help ensure complaints are resolved effectively and promptly.
Maintain awareness of organizational policies and procedures and of special programs and individual efforts across the organization.
Participate in quality activities that support the organization’s mission, customer service, and process improvement goals.
Relay concerns to the Manager and participate in assigned quality improvement projects.
Provide customer service to external customers, team members, and internal Brown University Health customers.
Access continuing education related to the program.
Handle other assigned tasks, such as mail and disposition notices.