Customer Support Specialist

WVU Medicine

About The Position

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position. Responsible for processing Estates/Deceased, Bankruptcy, Charity Processing, Self-Pay Credit balances, Bad Debt/Court Hearing Representative, Coverage Review/Change, and Risk management Accounts.

Requirements

High school diploma or equivalent.
Professional Interactions at all times.
Excellent oral and written communication skills
Ability to use tact and diplomacy in dealing with others.
Demonstrated customer service relations.
Analytical skills necessary for problem solving.
Knowledge of Fair Debt Collection Act.
Specialized courses or seminars over and above high school that are directly related to collections, medical field, hospital business office setting.
Ability to understand written and oral communication.

Nice To Haves

One (1) year experience in a healthcare setting
Knowledge of medical terminology preferred.
Knowledge of third party payors preferred.
Knowledge of collection procedures preferred.
Knowledge of ICS-9 and CPT coding preferred.
Excellent Customer Service and telephone etiquette

Responsibilities

Collections, Court appearances with follow up, files, storage retrievals, telephone inquiries, special billing functions, patient representative coverages, PC/CRT usages.
Files, Scans, and retries documents. Shreds/Discards documents.
Responsible for Estate Searches, Estate filing, and follow up for final resolution. Processes date of death notices.
Receives Initial bankruptcy notices, processes bankruptcy accounts, and follows up for final resolution.
Processes Charity adjustments, reviews accounts for presumptive charity scoring.
Reviews accounts in the self-pay credit balance work queue, applies credit to current balances or processes patient refund.
Represents WVU Medicine in Court Hearings with/without legal representation.
Reviews work queues and accounts for possible Medicare bad debt adjustments. Reviews work queues for returned accounts from collection agencies and resolve accordingly.
Reviews work queue of accounts with new insurance coverage, and updates as needed. Must be able to determine if coverage needs to be added and initiate billing.
Works with team members from other departments to place accounts on hold for patient care issues, and follows up on account for final resolution.