Customer Service Representative-Patient Access and Support Services

Luminis Health • Annapolis, MD

11d • Onsite

About The Position

Communicates with patients, medical staff, hospital staff and visitors in a professional manner providing excellent customer service as reflected in AAMCs policies and practices. Accurately obtains and processes patient demographic, insurance and medical information for registrations, admissions and financial purposes. CSR will be expected to maintain a 98% accuracy rate, in accordance with Best Practice Standards. Adheres to the compliance policies of the department and organization (i.e. timely arrivals, minimal absences, appropriate attire, readiness for work, adherence to the department working schedule, follows AAMC policies regarding personal electronic devices, and other policies as outlined by the organization). Answers the phone courteously and professionally and as per department guidelines, responds to inquiries, and refers all calls as appropriate. Independently prioritizes CSR workflow (including, but not limited to, workqueue management, patient registrations, insurance verification, and other assigned tasks) to meet deadlines and maximize productivity. Communicates financial responsibilities to patients and collects funds accordingly. Consistently registers patients face-to-face. Assists with the training and orientation of new staff. Maintains knowledge of departmental issues and hospital-wide changes by attending appropriate meetings and in-services and by keeping abreast of all appropriate written and electronic materials provided to the employee. Responsible for the daily monitoring and corrections of the department work queue(s). Participates in team performance reviews. Maintains a thorough understanding of downtime and/or disaster procedures, and effectively demonstrates the ability to perform job functions during such conditions.

Requirements

• High school diploma or GED
• Typing minimum of 20 wpm
• Excellent communications skills must be demonstrated
• Working knowledge of basic computer skills and web-based applications

Nice To Haves

• Two years of previous registration or insurance experience in a healthcare environment preferred
• Knowledge of medical terminology is desirable
• If serving as a bilingual/multilingual interpreter, certification in Medical Interpretation is required to perform the duties of a qualified interpreter.

Responsibilities

• Accurately obtains and processes patient demographic, insurance and medical information for registrations, admissions and financial purposes.
• Adheres to the compliance policies of the department and organization.
• Answers the phone courteously and professionally and as per department guidelines, responds to inquiries, and refers all calls as appropriate.
• Independently prioritizes CSR workflow (including, but not limited to, workqueue management, patient registrations, insurance verification, and other assigned tasks) to meet deadlines and maximize productivity.
• Communicates financial responsibilities to patients and collects funds accordingly.
• Consistently registers patients face-to-face.
• Assists with the training and orientation of new staff.
• Maintains knowledge of departmental issues and hospital-wide changes by attending appropriate meetings and in-services and by keeping abreast of all appropriate written and electronic materials provided to the employee.
• Responsible for the daily monitoring and corrections of the department work queue(s).
• Participates in team performance reviews.
• Maintains a thorough understanding of downtime and/or disaster procedures, and effectively demonstrates the ability to perform job functions during such conditions.

Benefits

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs

What This Job Offers

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