Customer Service Representative II

Little River Medical Center • Myrtle Beach, SC

21h

About The Position

CUSTOMER SERVICE REPRESENTATIVE II (CSR II) POSITION SUMMARY Under the direct supervision of the Front Office Manager or Supervisor the Customer Service Representative II is responsible for front office day-to-day activities including answering phones, scheduling appointments, registration of patients, collection of patient payments. WHY LRMC: Little River Medical Center is a non-profit community health center within Horry County. At Little River Medical Center, we strive to offer exceptional health services and deliver quality, compassionate care to everyone. We provide a wide range of affordable health and support service for every family. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Includes both the Level I and Level II duties but not limited to the following: Level II Duties: Ensuring “Patient Checked-In but not Check-Out Report” has been completed daily, and if not must report reason to Front Office Manager or Supervisor. Double checks behind check out CSR. Audit Cash Log Book weekly to ensure two CSR’s have initialed and dated. Audits two accounts weekly to ensure patient information is up-to date as well as reviewing charges to ensure claim has been processed correctly. Also ensures that proper self-pay amounts collected Cash drawer audit bi-weekly. Ensures telephone is answered and messages taken hourly. Checks all phones in the office to ensure staff is checking them timely. Cash Log audit by-weekly to ensure CSR’s have counted cash drawer when transferring funds from one to the other. Example: Lunch Break Ensure leave slips, mis-punch sheet, time sheet and Time Reporting Schedule forms have been completed and sent in timely. Ensure deposits are taken to the bank and returned with the stamp deposit slip and e-fax to the billing department daily. Responsible for distribution of mail daily, ensuring mail that belongs to the provider is given to the head nurse to handle. Distribute scanning among staff daily, reports if any back log to Front Office Manager or Supervisor if work is not completed in a timely manner. Daily monitoring of insurance benefits for all providers Review of provider schedules to ensure patients are assigned to provider of record. Divide providers among staff. Ensure the Phone Tree is reviewed and cancelations are removed from the schedule each morning. Monitor staff is wearing their ID badge and meeting dress requirements. Level I Duties: Greets patients, staff and visitors in a pleasant, professional manner. Demonstrates the ability to establish and maintain effective, productive relations with co-workers, supervisors, patients and the public. Daily appointment scheduling, answers incoming calls, makes patient appointment reminder calls, retrieval of medical records. Maintains a neat/well organized work area. Responsible for maintaining an adequate amount of supplies. Files charts on a daily basis. Pull charts for the next day. Registers and/or updates patient demographic information into the patients account system on a daily basis. Enters patient encounter data (charges) into the patient accounting system at the end of the patient visit on a daily basis. Collects and enters patient payments. Reconciles, on a daily basis total charges and total collections entered to the patient accounting system to actual cash collection and patient encounter forms, and prepares daily bank deposit. Certification and/or re-certification of patients who qualify for sliding fee (SFS) based upon established criteria. Ability to display flexibility as patient flow changes. Attends all in-service training as required. Maintains patient confidentiality at all times. Maintains Center confidentiality and Code of Compliance per policy. Performs other duties, as assigned.

Requirements

• High School diploma or GED.
• 1 year of Healthcare experience required

Nice To Haves

• Supervisory experience preferred, but not required.
• Bilingual English/Spanish is a plus, but not required.

Responsibilities

• Ensuring “Patient Checked-In but not Check-Out Report” has been completed daily, and if not must report reason to Front Office Manager or Supervisor.
• Double checks behind check out CSR.
• Audit Cash Log Book weekly to ensure two CSR’s have initialed and dated.
• Audits two accounts weekly to ensure patient information is up-to date as well as reviewing charges to ensure claim has been processed correctly.
• Ensures that proper self-pay amounts collected
• Cash drawer audit bi-weekly.
• Ensures telephone is answered and messages taken hourly.
• Checks all phones in the office to ensure staff is checking them timely.
• Cash Log audit by-weekly to ensure CSR’s have counted cash drawer when transferring funds from one to the other.
• Ensure leave slips, mis-punch sheet, time sheet and Time Reporting Schedule forms have been completed and sent in timely.
• Ensure deposits are taken to the bank and returned with the stamp deposit slip and e-fax to the billing department daily.
• Responsible for distribution of mail daily, ensuring mail that belongs to the provider is given to the head nurse to handle.
• Distribute scanning among staff daily, reports if any back log to Front Office Manager or Supervisor if work is not completed in a timely manner.
• Daily monitoring of insurance benefits for all providers
• Review of provider schedules to ensure patients are assigned to provider of record.
• Divide providers among staff.
• Ensure the Phone Tree is reviewed and cancelations are removed from the schedule each morning.
• Monitor staff is wearing their ID badge and meeting dress requirements.
• Greets patients, staff and visitors in a pleasant, professional manner.
• Demonstrates the ability to establish and maintain effective, productive relations with co-workers, supervisors, patients and the public.
• Daily appointment scheduling, answers incoming calls, makes patient appointment reminder calls, retrieval of medical records.
• Maintains a neat/well organized work area.
• Responsible for maintaining an adequate amount of supplies.
• Files charts on a daily basis.
• Pull charts for the next day.
• Registers and/or updates patient demographic information into the patients account system on a daily basis.
• Enters patient encounter data (charges) into the patient accounting system at the end of the patient visit on a daily basis.
• Collects and enters patient payments.
• Reconciles, on a daily basis total charges and total collections entered to the patient accounting system to actual cash collection and patient encounter forms, and prepares daily bank deposit.
• Certification and/or re-certification of patients who qualify for sliding fee (SFS) based upon established criteria.
• Ability to display flexibility as patient flow changes.
• Attends all in-service training as required.
• Maintains patient confidentiality at all times.
• Maintains Center confidentiality and Code of Compliance per policy.
• Performs other duties, as assigned.

Benefits

• Medical, Vision & Dental insurance.
• Employer matched 403B Retirement Plan.
• Paid Vacation time, Sick time, & Holiday's.
• As well as paid qualifying Administrative Leave.
• Employer Paid Health Benefits: Life / AD&D Policies, Short/Long Term Disability, and a Employee Assistant Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED