Customer Service-Patient Account Technician, Full-Time

Erlanger Health System•Chattanooga, TN

About The Position

The Patient Account Technician/Customer Service representative is responsible for answering all incoming calls into the main number of Patient Financial Services in a timely and courteous manner. The representative will work both Hospital and Physician billing under the SBO (Single Billing Office) model. They must be able to communicate effectively to resolve the patient's account quickly and accurately. Representatives will be using Avaya CMS phone system to answer all incoming patient/guarantor calls. This includes using the appropriate policy and procedures provided to sign in and sign out of the phone lines appropriately. Tasks include entering comments on patient accounts as to the nature of inquiry and resolution, adding insurance plans, mailing requested information to a variety of sources, requesting appropriate adjustments, requesting patient refunds, and collecting patient balances that are due. A representative must be familiar will insurance terminology such as coinsurance, copays, deductibles, contractual adjustments, explanation of benefits, and/or denials. They must also have a working knowledge of Erlanger Health System's discount and charity policy. Must always be courteous and a helpful communicator with a pleasing phone personality. The customer service representative will work assigned work queues related to returned mail, disputed balances, returns from collection agencies, and any other assigned work queues. Review of telephone reports by manager/supervisor/coordinator on weekly basis are distributed and discussed as needed to include the number of incoming outgoing/transferred and abandoned calls. The representative will work with the coordinator/supervisor/manager to maintain the abandoned call rate at a minimum percentage as set by the Director of Patient Financial Services.

Requirements

High School graduate or equivalent.
Previous customer service experience.
Knowledge of insurance and collections.
One to three years industry experience preferably in a hospital setting.
Detail oriented, courteous and professional mannerism.
Familiar will insurance terminology such as coinsurance, copays, deductibles, contractual adjustments, explanation of benefits, and/or denials.
Working knowledge of Erlanger Health System's discount and charity policy.
Courteous and a helpful communicator with a pleasing phone personality.

Responsibilities

Answering all incoming calls into the main number of Patient Financial Services in a timely and courteous manner.
Work both Hospital and Physician billing under the SBO (Single Billing Office) model.
Communicate effectively to resolve the patient's account quickly and accurately.
Using Avaya CMS phone system to answer all incoming patient/guarantor calls.
Entering comments on patient accounts as to the nature of inquiry and resolution
Adding insurance plans
Mailing requested information to a variety of sources
Requesting appropriate adjustments
Requesting patient refunds
Collecting patient balances that are due
Working assigned work queues related to returned mail, disputed balances, returns from collection agencies, and any other assigned work queues.
Review of telephone reports by manager/supervisor/coordinator on weekly basis are distributed and discussed as needed to include the number of incoming outgoing/transferred and abandoned calls.
Work with the coordinator/supervisor/manager to maintain the abandoned call rate at a minimum percentage as set by the Director of Patient Financial Services.