Financial Clearance Call Center Rep-Remote-Supplemental/PRN

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. Work may include handling and resolving missing registration items via work queues, in-basket messages, and phone calls. In addition, this position may handle and resolve authorization form recovery activities, and coverage and guarantor related issues for hospital inpatient, outpatient, clinic and emergency departments. The FCCCR will receive call transfers from Appointment Schedulers (Schegistrars), and will assist patients with financial questions related to appointments including but not limited to: charge estimates, preservice payments including co-pays, co-insurance and pre-service deposit amounts, as well as insurance and coverage information. The FCCCR may 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. This role requires adherence to quality assurance guidelines as well as established productivity standards to support the work unit’s performance expectations.

Requirements

• High School Diploma or GED and 2+ years of relevant experience required OR Bachelor’s degree required
• 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
• Good decision making and judgment capabilities
• Attention to detail
• Self-motivated, self-directed and highly organized
• 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

• Handling exception-based pre-registration and registration activities for hospital inpatient admissions, outpatient, ED, and clinic visits.
• Handling and resolving missing registration items via work queues, in-basket messages, and phone calls.
• Handling and resolving authorization form recovery activities.
• Resolving coverage and guarantor related issues for hospital inpatient, outpatient, clinic and emergency departments.
• Assisting patients with financial questions related to appointments including charge estimates, preservice payments (co-pays, co-insurance, pre-service deposit amounts), and insurance and coverage information.
• Placing outbound calls to patients, providers, insurance companies and other departments to resolve patient financial questions.
• Adhering to quality assurance guidelines and established productivity standards.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees