Customer Service Representative - Customer Service - FT - Day

Stormont-Vail HealthCare•Topeka, KS

2d•Hybrid

About The Position

The Customer Service Representative plays a critical role in the healthcare revenue cycle by providing exceptional service to patients, families, providers, and internal teams. This position is responsible for resolving billing, payment, and insurance-related inquiries across multiple communication channels, while ensuring compliance with healthcare regulations and organizational policies.

Requirements

High School Diploma / GED Required
3 years Experience in healthcare financial services, healthcare registration services or related healthcare experience.
Working knowledge of basic medical terminology preferred.
Keyboarding or typing skill of at least 30 wpm strongly desired.
Proficiency in Microsoft Office (Word, Excel), email, and patient accounting systems preferred.
Ability to read, analyze, and interpret healthcare regulations, payer correspondence, and technical documentation.
Detailed knowledge of major third-party billing and contract requirements (required)
Ability to work independently with strong analytical and problem-solving skills utilized to determine work prioritization, coordination, application of departmental procedures and resolve complex customer service issues. (Required proficiency).
Strong written and verbal communication skills; able to present information clearly and respond effectively to patients, providers, and leadership.
Proficiency in basic math, including calculations involving discounts, interest, and percentages; ability to apply basic algebraic concepts.
Excellent interpersonal skills, with the ability to remain calm, respectful, and professional under pressure.
Team-oriented mindset with a commitment to continuous improvement and patient-centered service

Nice To Haves

Associate's Degree or equivalent undergraduate hours preferred.
Working knowledge of basic medical terminology preferred.
Keyboarding or typing skill of at least 30 wpm strongly desired.
Proficiency in Microsoft Office (Word, Excel), email, and patient accounting systems preferred.

Responsibilities

Respond to incoming calls, emails, and in-person inquiries to assist patients, families, and providers with billing, payment, and account-related concerns.
Explain in depth to patients what their responsibility is (i.e.: deductible, co-insurance, copayments).
Promptly follow up with appropriate parties to effectively resolve customer questions and problems.
Maintain professionalism and empathy in all interactions.
Accurately process payments, set up payment plans.
Accurately apply uninsured, prompt pay, and ministry discounts in accordance with policy and productivity standards.
Thoroughly research and resolve identified payment discrepancies in a timely manner including identifying and correcting posting errors (i.e. money applied to wrong account).
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 updates as necessary.
Pre-screen patients for financial assistance or charity programs, provide applications, and respond to related inquiries in a timely and compassionate manner.
Verify insurance eligibility, benefits, and network status.
Coordinate multiple coverages and ensure compliance with Medicare, Medicaid, and other federal healthcare regulations.
Clearly communicate the organization’s participating insurance plans to patients and refer them to alternative providers when necessary.
Serve as a liaison between patients and internal teams such as Patient Experience, PFS management, or other departments to address complaints and determine appropriate resolutions.
Ensure all customer concerns are handled in compliance with organizational policies, while upholding patient and employee rights, including confidentiality of health and personnel issues.
Collaborate with internal departments and physician offices to ensure accurate and timely claims processing.
Reconcile accounts, resolve denials, and pursue outstanding balances using payer remits, contracts, and policies.
Identify and report patient and insurance credits to the appropriate department for resolution.
Accurately calculate and communicate patient and insurance liabilities across all payer types.
Determines correct contractual allowances.
Attends and participates at departmental team meetings, workgroups and other organizational educational programs.
Identify and investigate duplicate Guarantor Accounts, then merge them to support timely and accurate self-pay billing.
Create and explain good faith estimates for all patients, including self-pay and out-of-network cases.
Educate patients on anticipated balances and payment expectations to support informed financial decisions.
Identify and notify management of customer service issues and potential process/system problems that cause billing and payment errors and assists in improvement implementation as requested.
Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
Performs other duties as assigned