Patient Accounts Customer Service Rep

CAMC Health System•Charleston, WV

About The Position

Responsible for effective follow-up and collection of high-dollar, delinquent, and problem accounts receivable claims by resolving patient inquiries in a timely and effective manner. The role follows up on accounts with unanswered statements, obtains information from guarantors or insurance companies to obtain reimbursement, researches accounts to resolve issues, reviews accounts for charity eligibility, handles incoming calls and mail within its assigned area, and makes account adjustments or corrects transactions posted in error. The representative may perform Cerner subject matter expert duties and assist with training new Patient Accounts Customer Service Representatives. The position also requires completing orientation and ongoing competency validation, maintaining required education, providing positive customer service, complying with attendance and departmental policies, participating in quality improvement, and performing work in a cost-effective manner and in alignment with organizational goals.

Requirements

High school diploma or GED.
Demonstrate competency through initial orientation and ongoing competency validation to independently perform assigned tasks and additional duties.
For positions with direct patient contact, obtain by the end of the orientation period and demonstrate the patient-group knowledge and skills needed for developmentally appropriate assessment, treatment, or care, including interpreting information in terms of patient needs, knowledge of growth and development, and understanding the range of treatment needed by patients.

Responsibilities

Follow up on accounts that have received one or more unanswered statements.
Obtain necessary information from guarantors or insurance companies to secure reimbursement.
Research accounts to resolve issues with minimal support from the Customer Service Team Lead or Supervisor, while serving as a resource to other Patient Accounts Customer Service Representatives.
Review accounts to determine whether they meet charity guidelines.
Receive incoming calls and mail within the assigned area of responsibility.
Make adjustments to accounts as needed and move transactions posted in error.
Perform Cerner subject matter expert duties as needed.
Assist with training new Patient Accounts Customer Service Representatives.
Maintain and document applicable required education.
Demonstrate positive customer service and co-worker relations.
Comply with the company's attendance policy.
Participate in departmental and institutional continuous quality improvement activities.
Perform work in a cost-effective manner and in accordance with departmental pay practices and scheduling policies, including overtime, various shifts, and on-call situations.
Perform work in alignment with the organization's mission and strategic plan and follow applicable organizational and departmental policies and procedures.
Perform related duties as assigned.