Customer Svc Trainee

American Addiction Centers•Milwaukee, WI

1d•Onsite

About The Position

This full-time position is responsible for delivering an exceptional Patient Financial experience by receiving and directing the public via telephone or other electronic means in a professional and courteous manner. The role involves managing a high volume of inbound calls, answering patient inquiries, and determining the appropriate path for resolution and follow-up. The Customer Service Trainee will demonstrate excellent customer service and expertise to patients, guarantors, and other external and internal contacts through oral and written communication. They will respond to and document all patient and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience. Upon successful completion of the Trainee Program (approximately 6 months), including all elements listed in major responsibilities and with Supervisor recommendation, the teammate may be eligible for promotion to Customer Service Representative.

Requirements

High School Diploma or GED
2 years relevant customer service experience

Nice To Haves

Experience with Epic's Resolute Hospital or Resolute Professional billing applications preferred.
Working knowledge of professional and hospital billing and follow-up preferred.
Knowledge of HIPAA standards, medical terminology, and billing practices preferred.
Bi-lingual (Spanish and English) preferred.
Associates Degree
2 years in call center, hospital billing, professional billing, or shared services environment preferred

Responsibilities

Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner, demonstrating sensitivity to the diversity of the organization and its patients' needs.
Manages a high volume of inbound calls, answers patient inquiries, and determines the appropriate path for resolution and follow-up.
Demonstrates excellent customer service and expertise to patients, guarantors, and other external and internal contacts through oral and written communication.
Responds to and documents all patients and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience.
Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and evaluates the most appropriate route for account resolution.
Reads, interprets, and understands various insurance correspondence, including both explanation and coordination of benefits.
Demonstrates a basic understanding of reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both Physician Billing and Hospital Billing, and how these affect responsible party benefits and balances.
Demonstrates a basic understanding of standard healthcare coding methodologies (e.g., CPT, HCPCS, ICD-10).
Performs all clerical functions required to complete requests using available information and resources.
Coordinates issue resolution with appropriate teams, insurance companies, attorneys' offices, and other departments as needed.
Perform updates to insurance coverage (NC/GA only), demographic, and contact information in the patient billing system.
Analyzes responsible party outstanding balances and provides consultative services to establish efficient account resolutions that meets patient needs while protecting Advocate Health's financial viability.
Prompts guarantors to pay outstanding balances by phone with a credit or debit card, provides lockbox address for checks, or initiates monthly payment arrangements.
Responsible for meeting and maintaining established productivity and quality assurance goals.
Responds to and documents all patients and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program