Customer Services Rep

Kaweah Delta Health Care District•Visalia, CA

About The Position

The Customer Services Rep assists patients by resolving questions and concerns regarding bills or treatment in a pleasant and caring manner. The position is in Patient Accounting, Department 8550 Credit & Collections, and works with patients, guarantors, physician offices, ambulance companies, payers, and Kaweah Health staff to research and resolve patient-accounting issues. The role handles customer inquiries and payments, supports cash-control procedures, and contributes to the Patient Accounting team while maintaining patient confidentiality and following Kaweah Health’s mission and values.

Requirements

High school diploma or equivalent preferred.
Basic clerical and computer experience required.

Nice To Haves

Prior accounting, admissions, registration, or healthcare experience preferred.

Responsibilities

Provide customer service that meets patients’ needs and reflects Kaweah Health’s values of integrity and accountability.
Comply with applicable federal, state, and local requirements, including Kaweah Health’s administrative policy for detecting, correcting, and preventing fraud and abuse in claim submission.
Greet Patient Accounting customers, answer questions, and provide pleasant, caring assistance; seek help from appropriate staff when unable to resolve an inquiry directly.
Answer department phones promptly, provide backup phone coverage, take messages, and route calls as appropriate.
Collect patient payments, verify accounts in Invision and eCW, prepare receipts, record payments on cash sheets, provide correct change, and deposit funds in the departmental cash drawer.
Set up mutually acceptable payment plans with patients or guarantors by phone or in person.
Communicate patients’ billing concerns to the Patient Accounts Representative and work with staff to resolve issues.
Maintain and balance the cash drawer daily, retain startup cash, and provide cash and cash sheets to Accounts Receivable Clerks for deposit and posting in accordance with the Cash Control Policy.
Assist Accounts Receivable Clerks with opening mailed patient payments and research accounts in Invision and eCW to verify the correct account and patient information.
Complete the Invision and eCW small-balance write-off function daily.
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 information accurately to customers.
Access Invision or another appropriate system to respond to physician-office and ambulance-company requests for appropriate patient-accounting information.
Correct returned mail by updating Invision as needed, documenting changes, and resending outgoing mail.
Work assigned accounts on the accounts-not-selected-for-billing report to release appropriate patient accounts so billing can proceed.
Review problem accounts with the Patient Accounting Manager or Supervisor.
Maintain effective working relationships with Patient Accounting and other Kaweah Health staff, and assist patients, departments, payers, and customers in resolving issues.
Provide backup counter assistance to customers.
Protect patient confidentiality and provide care and services appropriate to the population served in the assigned work area.
Perform other duties as assigned.