Customer Service Representative

Emergency Medical Services Authority•Del City, OK

About The Position

Customer Service Representative Minimum Qualifications 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. Essential Functions of the Position 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. Punctuality and regular, predictable, reliable, consistent attendance is essential. Other essential functions include: professionalism, the ability to communicate effectively (verbally and in writing), maintaining confidentiality, exercising sound judgment, being adaptable and flexible, following safety and compliance protocols, being accountable, complying with the Code of Conduct, organizational policies, procedures, practices, and expectations, and performing the core duties of the position either with or without a reasonable accommodation. Other Functions of the Position This position is required to 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. These responsibilities are not considered essential functions of the position and may be modified or reassigned to accommodate individuals with disabilities, in accordance with the Americans with Disabilities Act (ADA) as amended. Knowledge, Skills, Abilities, and Other Characteristics 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 Supervisory Responsibilities This position does not have supervisory or management responsibilities of other employees. Physical Demands This position requires a frequent amount of time at a stationary desk sitting for up to 8 hours daily Frequent repeating motions that may include wrists, hands, and fingers. Hearing and talking to interpret job functions are frequently required and frequent visual ability to judge distance and space and clarity up to 20 ft. There is minimal hand tool operation and minimal ascending or descending ladders, ramps, or stairs. Occasionally may need to lift pull or pull objects up to 25 lbs. in all directions with a maximum lifting of 50 lbs. There is occasional walking and standing but minimal kneeling, crouching, bending, twisting Work Environment The position works in a temperature-controlled environment with occasional exposure to extreme temperatures to include humidity. Sometimes may be exposed to fumes, grease, or oil and may experience minimal poor ventilation or air circulation. The noise level is frequently quiet with minimal exposure to moving mechanical parts/machines. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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.
Punctuality and regular, predictable, reliable, consistent attendance is essential.
Other essential functions include: professionalism, the ability to communicate effectively (verbally and in writing), maintaining confidentiality, exercising sound judgment, being adaptable and flexible, following safety and compliance protocols, being accountable, complying with the Code of Conduct, organizational policies, procedures, practices, and expectations, and performing the core duties of the position either with or without a reasonable accommodation.
This position is required to 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.