Customer Service Representative - Patient Financial Services

University of Vermont Health Network

2d • $23 - $33 • Remote

About The Position

The Customer Service Rep (CSR) is the first contact for all incoming calls for patient inquiries made by external and internal customers related to self-pay balances. Activities include reviewing and responding to issues and requests regarding, registration, coding, billing, insurance, payment, budget plans, financial assistance, general account questions, and collections. The CSR acts as a liaison between patients and the UVM Health Network’s Hospital and Professional billing teams, medical groups, other support customers, insurance companies, and attorneys to resolve patient related issues. The CSR will review and educate patients and customers regarding benefit coverage issues, referral management, claims administration and billing concerns. The CSR will initiate calls to self-pay patients to review and determine appropriate payment terms and/or financial options to resolve the account. The CSR must be able to function well under pressure and high levels of stress in a fast-paced contact center environment.

Requirements

• Associate's degree required or a combination of education and experience may be substituted.
• Good listening and interviewing skills to determine what the issue/concern is.
• Demonstrated ability to remain professional at all times while dealing with complex billing issues and often times frustrated patients.

Nice To Haves

• Three years Customer Service, Registration, billing, or collection experience preferred.

Responsibilities

• Reviewing and responding to issues and requests regarding registration, coding, billing, insurance, payment, budget plans, financial assistance, general account questions, and collections.
• Acting as a liaison between patients and the UVM Health Network’s Hospital and Professional billing teams, medical groups, other support customers, insurance companies, and attorneys to resolve patient related issues.
• Reviewing and educating patients and customers regarding benefit coverage issues, referral management, claims administration and billing concerns.
• Initiating calls to self-pay patients to review and determine appropriate payment terms and/or financial options to resolve the account.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree