Par-Customer Service Representative

Job Responsibilities

Receive, answer and/or record telephone/correspondence inquiries from subscribers and participating providers relating to areas of coverage and payment of claims for Tri-City Medical Center, District Hospital. Responsible for providing assistance to the Patient Accounting Department (PA) and staff with regard to incoming calls, inquires, correspondence, making patient collection calls, bad debt assignment of community service, charity care, return mail and other clerical duties. Demonstrates extraordinary commitment to excellence by adhering to departmental excellence criteria.

Major Position Responsibilities:

The position characteristics reflect the most important duties, responsibilities and competencies considered necessary to perform the essential functions of the job in a fully competent manner. They should not be considered as a detailed description of all the work requirements of the position. The characteristics of the position and standards of performance may be changed by TCMC with or without prior notice based on the needs of the organization.

• Maintains a safe, clean working environment, including unit based safety and infection control requirements.
• Responsible for receiving incoming calls to PA and making calls to patient within the alpha and dollar amount assigned to the representative.  Replies to all patient and client calls within 48 hours from the call.
• Responsible for an alpha split of accounts with a 0 to $5000 threshold, assigned a collector number to which these accounts are assigned.  Responsibility of these accounts are tracked weekly and monthly for the CSR to meet the department goals.
• CSR is responsible for reviewing and recommending accounts to be reviewed for payment arrangements through Health Cash, bad debt or community service options. CSR is responsible for all follow up on Health Cash arrangements monthly to ensure patient is current on the invoice.
• Perform research and correspondence functions to assist with responses to customer and insurance company inquiries. Recognize and relate problem service issues to Management.  Perform related claims approving and clerical work as assigned.
• Responsible for documenting bad address information, when return mail is received, in the Patient Accounting System notes.   If new address information is received, the accounts will be updated and letters will be resent to the new address.
• Responsible for requesting files/EOB’s from storage and coordinating the return of batches back to storage.  This will include COA’s, inpatient jackets, cash sheets, etc.  Responsible for labeling all boxes, which contain the completed insurance verification jackets.
• Responsible for working with outsourcing agencies to obtain requested information.

Requirements

• Requires at least one-year experience in a healthcare environment and a thorough understanding of medical terminology.
• Able to perform basic mathematical calculations, balance and reconcile numbers.
• Ability to speak fluently in a foreign language is a plus.  Must have the ability to read, understand and interpret correspondence from a health insurance plan.
• Must be able to work under pressure, handle stressful situations effectively and deal politely with subscribers and providers, both on telephone and in lobby interviews.
• Ability to speak well on the telephone and maintain a positive telephone personality.
• Must be able to compose clear concise letters, designated, sort and screen correspondence receipts and resolve via coding of additional payment.
• Ability to adapt to change and effectively perform duties in a multitask environment.
• Requires typing skills of 35WPM, requires data entry experience, Microsoft Word, Excel, and Outlook knowledge.
• Excellent human relations’ skills including listening, conflict resolution, coaching, and team building.
• Must have ability to demonstrate flexibility in response to unexpected change in work volume and hospital staffing needs.
• Process oriented skills with ability to handle multiple projects simultaneously by prioritizing responsibilities and meeting deadlines required.
• Ability to ensure the confidentiality and rights of patients and the confidentiality of hospital and departmental documents required.

Education:

• High School education, with some medical insurance background, preferred.

Salary

$21 per hour

Benefits

N/A