PFS Customer Service Rep 1

Mercyhealth • Janesville, WI

129d • $18 - $27

About The Position

The PFS Customer Service Rep 1 is responsible for responding to all patient inquiries by performing an assessment of both hospital and professional accounts and initiating appropriate action to ensure customer satisfaction. This role involves researching and auditing patient accounts, understanding collection laws, and providing assistance to patients who have no ability to pay for their healthcare needs. The representative will also handle complaints, serve as a liaison to patient financial staff, and provide training to new partners as needed.

Requirements

• High school diploma or equivalent required.
• 3 - 5 years customer service experience in the medical field required.
• Internal candidates must have scored a Level 4 or higher on the most recent annual evaluation.
• Subject matter expert in an area of responsibility.
• Certification in Patient Accounts and/or Advance Billing Class Certificate.

Responsibilities

• Researches and performs audits on patient accounts to determine where balances are due.
• Has in-depth understanding of collection laws and the bad debt process.
• Screens patients and provides assistance with completion of the application process for community-based, state, or federal government programs.
• Identifies if charges on a patient's account are correct using available information.
• Responds to patient inquiries via in person, mail, phone, and/or email.
• Initiates the refund process for credit balances due to patients or third parties.
• Documents all patient encounters on appropriate patient account/claim.
• Maintains good communication with patient financial staff regarding problems and resolutions.
• Handles complaints and grievances, and creates reports for follow-up.
• Provides training to new partners.

Benefits

• Comprehensive Benefits Package including retirement plan with competitive matching contribution.
• Comprehensive medical, dental, and vision insurance options.
• Life and disability coverage.
• Access to flexible spending plans.
• Generous paid time off plan that increases with milestone anniversaries.
• Educational assistance programs and career ladders for advancement.
• Employer-sponsored health risk assessment and Wellbeing mobile application.
• Access to internal and external employee assistance programs.
• Employee-only discount packages.
• Paid parental and caregiver leaves.
• On-demand pay and special payment programs for patient services.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED