Customer Service Representative - Patient Business Services (INTERNAL HOSPITAL POSTING)

Montage Health • Monterey, CA

2d

About The Position

The Customer Service Representative works in Patient Business Services and reports to the Customer Service Supervisor. The role supports patients with billing and account questions through calls, correspondence, walk-in assistance, and outbound follow-up. Duties also include processing payments and payment plans, updating patient demographics and insurance information, handling charity or discounted-care applications, and referring accounts to collections or bad debt. The employee may perform other duties as assigned by the Customer Service Supervisor or a manager.

This is a full-time, regular position scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m. The listed pay range is $32.24 to $43.14, based on applicable experience. Evening and night shift differentials are noted, although the assigned hours are daytime.

Requirements

• High school graduate or GED.
• Two years of self-pay billing collection experience.
• One year of medical billing experience.
• Ability to quickly comprehend and retain new techniques and concepts and adapt readily to change.
• Effective verbal and written communication skills.
• Ability to read, comprehend, and follow written and verbal instructions.
• Experience with computers and working knowledge of standard office equipment.
• Ability to maintain concentration and a positive professional demeanor in a demanding environment with potential for conflict.
• Ability to discuss financial matters with patients and/or their representatives.
• Knowledge of basic accounting principles and medical terminology.
• Experience with and working knowledge of computer-based accounts receivable/payable systems.
• Excellent telephone skills.
• Basic experience with Microsoft Word and Excel.
• Well-groomed appearance.

Nice To Haves

• Relevant coursework beyond high school.
• Customer service skills.
• Experience working with the public in person or by phone in a medical setting.
• Understanding of collection law.
• Knowledge of Medicare, Medi-Cal, and third-party payer reimbursement principles.
• Spanish-speaking ability.

Responsibilities

• Answer calls to the Customer Service Line.
• Respond to incoming correspondence, including email, fax, and mail.
• Support patients who walk in.
• Place outbound calls to resolve patient balances or address billing concerns.
• Process payments, set up payment plans, and provide statements.
• Update patient demographic and insurance information.
• Process charity and discounted-care applications.
• Refer accounts to collections or bad debt.
• Perform other duties as assigned by the Customer Service Supervisor or a manager.

What This Job Offers

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