Patient Financial Services Customer Service Representative

Fairview Health Services•St. Paul, MN

8d•Remote

About The Position

This is a full-time, benefit-eligible position that works Monday through Thursday from 9:00 a.m. to 5:30 p.m. and Fridays from 8:00 a.m. to 4:30 p.m. Following the completion of training, team members perform their work in a home-based work environment while remaining closely connected with their team and leadership. The ideal candidate will have previous customer service and call center experience, knowledge of medical billing, experience processing patient payments, and proficiency using Epic or a similar electronic health record (EHR) system while providing exceptional customer service. This position is responsible for providing Fairview patients with an understanding of the billing and insurance processing of their healthcare services through the inbound call center. The CSC Representative will counsel patients on financial solutions available to them either through direct payments, payment plans, or screening for qualification for assistance programs. The CSC Representative will manage both hospital and physician accounts in all systems and understand in depth the Registration, Hospital Billing, and Clinic Billing functions that are necessary to resolve accounts. They will also be well-versed in collection practices, understanding of the Attorney General Requirements, and able to liaison with bad debt vendors when needed. They will have detailed knowledge of the functions within the Revenue Cycle and how they interact in the life of a patient account.

Requirements

2 years customer service experience
This individual should have strong interest in learning new IS systems (PASS, Deloitte overlay system, Healthworks, etc) as well as the ability to work independently

Nice To Haves

Associate of Arts
2 years in healthcare customer service
3 years experience in a hospital or clinic business office
Previous call center experience

Responsibilities

Handle calls presented to CSC through the automated call distribution system accurately and efficiently.
Work independently in problem solving with patients regarding their accounts in both hospital and clinic billing situations. Counsel the patient on the complexity of the interdependency between hospital and physician billing within the patient’s continuity of care.
Able to handle each call with compassion, service, dignity and integrity in mind as aligned with MHealth Fairview's values
Timely processing of patient/insurance requests for follow-up of payment research, checking charges, coding review, insurance processing concerns, etc.
Identifies when callers need to be referred to insurance specialist or escalation staff for further assistance.
Notifies patient and/or guarantor of self-pay balances co-pays/deductible/coinsurance, etc.
Understands and adheres to Revenue Cycle’s Escalation Policy.
Contributes to the process or enablement of collection of expected payment.
Meet department goals and maintain productivity while working remotely.
Timely and accurate work
Verifies insurance benefits to maximize reimbursement.
Assists customers regarding billing questions and ensures appropriate resolution of problems. Explain and interpret eligibility rules and regulations or identify other resources available for financial assistance. Identify patients who may be eligible for financial exceptions. Keep updated on changes with regulatory issues.
Validate patient data is accurate and authorization is in place to provide information.
Uninsured accounts reviewed and managed to include validation that uninsured discounts have been appropriately applied, and all payment sources available to the patient have been explored.
Bad debt management of accounts and interactions with vendors.
Counsel patients throughout the collection process on solutions available to them for account resolution.
Problem solves with vendors and patients on reasonable resolutions.
Identify patients with financial need.