Financial Clearance Call Center Rep-Remote

Mayo Clinic • Rochester, MN

2d • Remote

About The Position

The Financial Clearance Call Center Representative (FCCCR) is responsible for handling exception based pre-registration and registration activities for hospital inpatient admissions, outpatient, ED, and clinic visits. This role may involve handling and resolving missing registration items via work queues, in basket messages, and phone calls. Additionally, the FCCCR may manage and resolve authorization form recovery activities, and address coverage and guarantor related issues across various hospital departments. The representative will receive call transfers from Appointment Schedulers (Schegistrars) and assist patients with financial inquiries related to appointments, including charge estimates, preservice payments (co-pays, co-insurance, pre-service deposit amounts), and insurance/coverage information. The FCCCR may also make outbound calls to patients, providers, insurance companies, and other departments to resolve financial questions before or after patient appointments. Adherence to quality assurance guidelines and established productivity standards is required to meet work unit performance expectations.

Requirements

• High School Diploma or GED and 2+ years of relevant experience OR Bachelor’s degree
• Ability to read and communicate effectively
• Basic computer/keyboarding skills
• Intermediate mathematic competency
• Good written and verbal communication skills
• Knowledge of proper phone etiquette and phone handling skills
• Good verbal communication skills
• Ability to work in a complex and patient-centered environment
• Comfortable with ambiguity
• Exhibit good decision making and judgment capabilities
• Attention to detail
• Self-motivated
• Self-directed and highly organized
• Agree to promote a productive, collegial workplace
• Ability to prioritize work and handle a variety of tasks simultaneously
• Belief in the mission and strong ethical conduct

Nice To Haves

• Knowledge of and experience using an Epic RC/EMR system
• Healthcare Financial Management Association (HFMA) Certification

Responsibilities

• Handle exception based pre-registration and registration activities for hospital inpatient admissions, outpatient, ED, and clinic visits
• Handle and resolve missing registration items via work queues, in basket messages, and phone calls
• Handle and resolve authorization form recovery activities, and coverage and guarantor related issues for hospital inpatient, outpatient, clinic and emergency departments
• Receive call transfers from Appointment Schedulers (Schegistrars)
• Assist patients with financial questions related to appointments including charge estimates, preservice payments (co-pays, co-insurance, pre-service deposit amounts), as well as insurance and coverage information
• Place outbound calls to patients, providers, insurance companies and other departments in an effort to resolve patient financial questions prior to or as follow up to patient appointments
• Adhere to quality assurance guidelines as well as established productivity standards to support the work unit’s performance expectations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees