Customer Service Specialist - Full Time

Summary of Position:

Provides routine clerical support, answers phones, routes callers and relays messages. Faxes, mails claims, files documents, and manages other departmental documents. Provides billing assistance to patients by phone. Reviews accounts for delinquency, and follows department policy to resolve account. The Customer Service Representative reports to the Credit and Collections Supervisor.

Qualifications

Education:

• High School Diploma or GED preferred

Experience:

• Minimum one year recent medical office or similar office experience, with an emphasis on customer service preferred.

Knowledge/Skills/Abilities:

• Keyboarding, data entry and computer literacy

• Strong verbal, reading and writing skills, organizing and filing, professional phone etiquette and strong customer service skills

• Ability to work to strict deadlines

• Sufficient computer skills as are required to complete an online application and the pre-employment/annual learning requirements.

• In compliance with patient safety standards, must be able to effectively communicate in English; Bilingual abilities preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to walk, stand, sit, and talk or hear.

• The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms.

• The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

• Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

• The employee must occasionally lift and/or move up to 25 pounds.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment. The noise level in the work environment is usually quiet to moderate while in the office.

• Occasional travel to various health system locations.

Essential Functions

1. Provides consistently exceptional care at all times.

2. Communication, answers multiple telephone lines, routes callers, provides answers to routine patient billing questions, and takes messages, and returns calls in a timely manner.

3. Interprets and explains to patients: charges, services and policies regarding payment options.

4. Provides routine information to insurance companies.

5. Greets and assists department visitors.

6. Exercises judgment as to the urgency and nature of patient complaints

7. Communicates problems as they arise through proper channels.

8. Accurately utilizes the features of the telephone equipment and software.

9. Sort and opens incoming mail and interoffice correspondence, ensuring that urgent correspondence and time-dated materials are prioritized.

10. Performs follow-up to returned mail, including calling patients, reviewing outside sources and updating patient demographics.

11. Performs assigned clerical duties in an accurate and timely manner: Faxing, copying, scanning, and ordering supplies.

12. Account Follow-Up, Financial Assistance and Collections: Reviews accounts for guarantor credits, delinquency, communicating with patient by telephone, statement and letter. Screens patient for financial assistance, coordinating applicants for government or hospital assistance. Performs small balance, bad debt, collection and leadership approved adjustments.

13. Assists Billers by telephoning patients and passing on important information needed to expedite claim payment.

14. Balances cash drawer to batch report for credit cards, ensuring payments are posted accurately.

15. Responds to the needs of the department by performing other duties, as necessary.