Customer Services Rep

Kaweah Health•Visalia, CA

4d•$23 - $35

About The Position

The Customer Services Rep assists patients by resolving questions and concerns regarding their bills or treatment in a pleasant and caring manner. This role is part of the Credit & Collections department and supports patient accounting operations, including customer service, payment collection, account research, cash handling, and coordination with patients, staff, payers, and other customers. The position is full-time and benefit eligible, with a day shift of eight hours or less.

Requirements

Basic clerical and computer experience.
Preferred: High school diploma or equivalent.

Nice To Haves

Prior accounting, admissions, registration, or health care experience.

Responsibilities

Ensure efforts provide value to and meet customers’ needs.
Follow Kaweah Health values of integrity and accountability and comply with applicable legal requirements and policies for detecting, correcting, and preventing fraud and abuse in claim submission.
Greet Patient Accounting customers and answer questions in a pleasant, caring manner; obtain assistance from appropriate staff when needed.
Answer department phones promptly and pleasantly, route calls, and take messages as appropriate; provide backup phone and counter coverage.
Collect patient payments, verify accounts in Invision and eCW, prepare receipts, record payments on the cash sheet, deposit money in the departmental cash drawer, and provide correct change.
Arrange mutually acceptable payment plans with patients or guarantors and communicate billing concerns to the Patient Accounts Representative.
Maintain and balance the cash drawer daily, retain startup cash, and provide the cash sheet and funds to Accounts Receivable Clerks for deposit and posting in accordance with the Cash Control Policy.
Assist Accounts Receivable Clerks with opening mailed patient payments, research accounts in Invision and eCW, and ensure checks include the correct account number and patient name.
Complete daily small-balance write-offs in Invision and eCW.
Use Patient Accounting systems, including Invision, eCW, IMNET, EDM, and TSI, to research and resolve patient accounting issues.
Maintain basic knowledge of Kaweah Health managed care contracts and communicate patient accounting and managed care matters accurately to customers.
Access Invision or other appropriate systems to respond to physician office and ambulance company requests for patient accounting information.
Correct returned mail by updating Invision as needed, documenting corrections, and resending outgoing mail.
As assigned, work accounts on the accounts-not-selected-for-billing report and release appropriate accounts so bills can be generated; review problem accounts with the Patient Accounting Manager or Supervisor.
Maintain effective working relationships with Patient Accounting Services and other Kaweah Health staff and collaborate to maintain high-quality work.
Assist and communicate effectively with patients, departments, payers, and customers to resolve issues, following Kaweah Health’s mission and values.
Conform with patient confidentiality requirements.
Demonstrate knowledge and skills necessary to provide services appropriate to the population served in the assigned unit or work area.
Perform other duties as assigned.