Patient Financial Services Customer Service Support Representative

University of Vermont Health Network

2d • $25 - $36 • Remote

About The Position

The PFS Customer Service Support Representative (CSSR) is responsible for completing a variety of tasks related to self-pay patient account maintenance and customer support that fall outside of the inbound call queue. The CSSR serves as the primary clerical support person to the Customer Service Department and functions to facilitate the efficient operation of the department and successful collection of patient balances.

Requirements

• Associates Degree in Business preferred or 3 years health care/collections or customer service experience. An equivalent combination of education and experience may be substituted.
• Experience in an office environment sufficient enough to demonstrate advanced skills and abilities.
• Familiarity with EPIC, OnBase and Microsoft Office Suite.
• Demonstrated ability to gain in-depth knowledge of federal/state and/or contractual/ commercial billing rules and regulations for hospital and physician billing.
• Working knowledge of medical terminology, CPT4 & ICD10 coding practices and Fair Debt Collection Practices as applicable to health care.
• Understanding of the types of information used in these environments and how the data is produced, used and transformed for revenue cycle.
• Excellent customer service skills with strong customer service orientation.
• Problem solving ability with a well-developed analytical skill set.
• Excellent verbal and written communication skills.
• Ability to function well under pressure and high levels of stress in a robust call center environment.
• Ability to develop strong productive working relationships to ensure timely resolution of problems.
• Ability to work independently.
• Maintain the highest level of confidentiality at all times in all interactions.
• Ability to multi-task and prioritize.
• Ability to learn new skills in an ever-changing healthcare environment.
• Ability to function well within multiple systems simultaneously.

Responsibilities

• Completing a variety of tasks related to self-pay patient account maintenance and customer support that fall outside of the inbound call queue.
• Serving as the primary clerical support person to the Customer Service Department.
• Facilitating the efficient operation of the department and successful collection of patient balances.
• Interacting with patient/customers via telephone, digital communication or in person.
• Resolving disputes and problems constructively with an emphasis on patient satisfaction outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree