Customer Service Representative

EMSA- Emergency Medical Services Authority•Oklahoma City, OK

5h•Onsite

About The Position

This position is responsible for handling patient and customer inquiries with the highest level of service and integrity. Key duties include documenting patient accounts, processing correspondence, preparing necessary documentation for legal requests, and managing complaints and disputes. The role requires maintaining knowledge of industry standards, adhering to organizational policies, and meeting productivity and quality standards. The position also involves understanding and working towards revenue cycle key performance indicators and communicating trends and improvement opportunities to team members and leaders. Punctuality, reliability, and consistent attendance are essential, along with professionalism, effective communication, confidentiality, sound judgment, adaptability, and compliance with all organizational guidelines. The role may involve other duties as assigned, which can be modified for individuals with disabilities.

Requirements

Proficiency with Microsoft Office (Word, Outlook, Excel, and PowerPoint).
Excellent time management skills with attention to detail.
Minimum GED or High School Diploma
Minimum 2 years’ experience in a hospital or physician’s office working patient accounts or insurance workflows with strong customer service facing responsibilities.
Must be able to successfully pass a background check and drug screen to the satisfaction of the organization.
Knowledge of Health Insurance Portability and Accountability Act (HIPAA)
Working knowledge of medical billing and medical terminology
Ability to type at least 35 words per minute and proficiency in 10-key

Responsibilities

Answer patient or customer inquiries or requests, to include inquiries or requests from outside agencies, with the highest level of service and integrity.
Appropriately document patient accounts to reflect all updated and necessary information, including updated demographic information.
Process all correspondence and returned mail, and requests for reductions or hardships and payment arrangements as outlined in departmental procedures.
Prepare liens and lien requests, and gather the supporting documentation necessary for subpoenas, interpleaders, purchase orders, etc.
Work complaints and disputes, respectfully and completely and monitor assigned work queues to ensure all records are processed accurately and in a timely matter, while ensuring defined productivity is met.
Maintain knowledge of current industry standards and organizational practices and work in a manner that supports a patient centered, team focused, and fiscally responsible organization.
Adhere to all organizational policies and work with the highest level of integrity.
Maintain set quality and quantity productivity standards.
Understands revenue cycle key performance indicators and works to achieve the KPIs of the team.
Communicates with other team members and leaders on identified trends and process improvement opportunities.
Performs other duties as assigned.
Frequently meet deadlines, work with changing priorities, and assess the accuracy and completeness of work on a regular basis.
Frequently use logic to analyze and problem solve difficult situations and communicate to express or exchange ideas using proper English grammar and spelling.
Frequently utilize complex math and reasoning skills for budgeting, analysis, and risk assessment.
Performs other job-related duties, functions, tasks and responsibilities as assigned, which may vary based on evolving organizational needs and priorities.