Customer Service Senior Associate - Patient Financial Services

Nebraska Medicine•Omaha, NE

2d•Hybrid

About The Position

The Customer Service Senior Associate plays a pivotal role in efficiently resolving patient concerns and promoting customer satisfaction. This role involves collaborating with patients, guarantors, and third-party payers to address care, billing, and payment inquiries. The associate is expected to exceed productivity and quality benchmarks, actively contribute to team goals, and adhere to policies and regulations. This position is crucial for maintaining excellent customer relations, advocating for patients, and contributing to a positive organizational environment.

Requirements

High school education or equivalent required.
Minimum of three years of higher education with coursework in a relevant field such as business, healthcare, or a related discipline, OR equivalent combination of education and experience in a relevant professional setting.
Ability to interact with customers over the telephone and face to face required.
Knowledge of patient billing process required.
Ability to research and problem solve required.
Analytical, organizational, team, project management, and self-directing skills required.
Excellent verbal and written communication skills and ability to work with diverse customer base required.
Knowledge of Microsoft Office, Microsoft Excel, databases, and payer applications required.
Ability to type a minimum of 40 words per minute with 95% accuracy required.

Nice To Haves

Associate's degree in business administration or related field preferred.
Knowledge of collection laws, liens, and bankruptcies preferred.
Membership in hospital or professional revenue cycle organization preferred.
Knowledge of medical terminology, ICD, CPT, and HCPCS coding preferred.
Highly developed knowledge of hospital and/or professional revenue cycle processes required.

Responsibilities

Responsible for prompt and accurate customer relations in a fast paced environment.
Responsible for maintaining excellent communications with customers and managing the resolution of patient concerns.
Serve as a patient advocate and collaborate between departments, external agencies, and the patient while building strong relationships to promote customer loyalty while adhering to organizational mission, vision, and values.