Customer Service Representative (Flint Hills) - FT - Day

Stormont Vail Health•Junction City, KS

1d•Hybrid

About The Position

Under direction, responsible for professionally interacting with customers including patients, physicians and other staff members to thoroughly and promptly research and resolve all inquiries and customer service problems. In addition, assists with other duties as assigned. These activities are completed following established policies and procedures, and in compliance with Joint Commission, Medicare, Payer contracts, HIPAA, regulatory agencies and the organization's Code of Conduct.

Requirements

High School Diploma / GED Required
3 years Experience in healthcare financial services, healthcare registration services or related healthcare experience. Required

Nice To Haves

Associate's Degree Preferred
Working knowledge of basic medical terminology. (Preferred proficiency)
Detailed knowledge of major third-party billing and contract requirements. (Preferred proficiency)
Keyboarding skill or typing skill of at least 30 wpm. (Preferred proficiency)

Responsibilities

Understands technical primary and secondary billing requirements for third party payers and contracts.
Understands the Medical and Clinical services provided by the organization.
Ensures customer concerns are processed in compliance with organization's policies while maintaining the highest level of patient and employee rights, including confidentiality of patient information and personnel issues.
Researches and resolves account balance discrepancies.
Thoroughly and promptly researches customer inquiries for proper resolution.
Negotiates financial resolution through proper sequencing of resolution options and the patient’s ability/willingness to pay.
Appropriately identifies and completes charity screening process in a timely manner.
Promptly follows up with appropriate parties to effectively resolve customer questions and problems.
Determines priority of daily processing work and effectively completes work as assigned.
Identifies and notifies management of customer service issues and potential process/system problems that cause billing and payment errors and assists in improvement implementation as requested.
Demonstrates a good working knowledge of all applicable processes within PFS.
Reads and comprehends correspondence from government and third-party payers to keep abreast of new regulations, policies and billing and payment requirements.
Consistently and accurately documents accounts with activities as needed in a timely manner.
Verifies accuracy of patient demographic and insurance information with patient or family members, documents and distributes to appropriate staff.
Accurately calculates and communicates patient and insurance liabilities for all payer types.
Exhibits a positive attitude with a professional and pleasant demeanor when communicating with all customers and providing information.
Supports and upholds the organization's philosophy of customer service.
Consistently uses diplomacy and respect both in person and when using the telephone, and performs effectively and professionally under stressful conditions.
Recommends organization and departmental improvements based on appropriate customer concerns.
Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
Performs other duties as assigned