Department/Position Details/Duties:

• Answer all inbound billing customer service calls.
• Maintains a high level of customer service.
• Utilizes positive interpersonal skills with both internal and external customers in the daily performance of duties.
• Take appropriate action on incoming calls to resolve billing and payment issues
• Establish payment plans or loan options according to OrthoNebraska policy.
• Demonstrates knowledge of insurance payers and interpretation of explanation of benefits (EOBs), such as: payments, adjustments, co-insurance, deductible, and denial/comment codes.
• Maintains confidentiality and demonstrates respect for patient rights.
• Comply with safety policies and procedures, regulatory requirements such as OSHA and The Joint Commission and participate in hospital wide safety activities.
• Other duties as assigned.

Skills Needed:

• Must be able to demonstrate calm, rational thinking and clear communication when faced with deadlines and customer demands.
• High volume must be capable of responding to frequent priority changes and multiple deadlines.
• Team environment requires total participation by all members in problem solving and decision-making.
• Must be able to work with a multitude of individuals from varying professions and non-professional backgrounds.

Position Requirements:

Education:

• High School graduate or equivalent required

Experience:

• Two years prior experience in a healthcare environment and computer experience with emphasis on customer service preferred.
• Understanding of the revenue cycle including insurance payers, insurance billing, and collections preferred.
• Strong communication and organizational skills with aptitude for detail-oriented work required.
• Demonstrates verbal, written communication skills and analytical skills.

Physical:

• This position is classified as Sedentary Work in the Dictionary of Occupational Titles, requiring the exertion of 10 pounds of force occasionally (up to 33% of the time) and/or a negligible amount of force frequently (33%-66% of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary Work involves sitting most of the time but may involve walking or standing for brief periods of time.