Customer Svcs Rep

UMass Memorial Health•Worcester, MA

4d•$21 - $34•Onsite

About The Position

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day. Responsible for responding to and resolving varied inquires/requests received via telephone, mail, email, and in person from patients regarding their bills for both hospital and physician accounts.

Requirements

High School Diploma
Three years of relevant work experience, including telephone customer service.
Knowledge of third party insurance and medical terminology.
Demonstrated ability to deal effectively with the public, physicians, and others, both inside and outside of the organization.
Computer skills.
Excellent customer service skills and demonstrated problem solving ability.

Responsibilities

Responds to patient/responsible party inquiries/requests for both physician and hospital accounts received via telephone, mail, email and in person by accessing the billing system.
Accesses other relevant vendor applications, such as internal and external databases to assist in the resolution of patient inquiries.
Operates within the protocols for a call distribution center.
Works assigned system work queues within established protocols.
Processes the patient correspondence patient voice mail, and patient emails for Single Billing Office.
Communicates with other areas of the revenue cycle to resolve patient inquiries.
Performs insurance eligibility and insurance updates, money transfers, account adjustments, reviewing of patient EOBs, processing of credit card phone payments, updates to demographic information, establishes payment plans, requests for patient refunds, and updates to guarantor information.
Handles walk-in patient inquiries on-site and in-person.
Documents all actions taken in billing system.
Completes daily statistic summary report.
Complies with established departmental policies, procedures and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
Maintains, regular, reliable, and predictable attendance.
Performs other similar and related duties as required or directed.