What are the responsibilities and job description for the Customer Care Representative I position at Cheyenne Regional?
Day in the Life of a Customer Care Rep I:
In a high-paced environment; receives inbound and makes outbound calls to patients, reviews patient accounts to answer questions, communicates payment options and assists with taking payments on the phone utilizing billing systems. Will answer questions on insurance payment and verify demographic information.
Why Work at Cheyenne Regional?
- 403(b) with 4% employer match
- ANCC Magnet Hospital
- 21 PTO days per year (increases with tenure)
- Education Assistance Program
- Employee Sponsored Wellness Program
- Employee Assistance Program
Here Is What You Will be Doing:
- Provides in-depth review of patient account information to answer questions regarding patient responsibility, account billing status, insurance information and charges.
- Summarizes and documents patient calls
- Communicates and transfers information to clinics and other departments as applicable for resolution.
- Works patient correspondence, updates information, audits accounts and mails out requested information.
- Ensures all workflow items are completed within the set turn-around-time and quality expectations.
- Develops, maintains, and conducts standard work for complex accounts including, but not limited to, legal authorizations, probate, bankruptcy and settlement offers.
- Develops, maintains, and conducts standard work for daily, weekly, and monthly reconciliation of accounts placed with external collection agencies.
- Develops, maintains, and conducts standard work for posting adjustments and refunds for accounts.
Desired Skills:
- Ability to communicate effectively with internal and external clients
- Ability to use good judgment and critical thinking skills to identify and resolve problems
- Proficient skills in MS Office software; particularly Excel and Outlook
- Computer and telephone knowledge
- Efficient and accurate keyboard/typing skills
- Ability to exhibit a high level of professionalism with a strong work ethic and commitment to satisfaction
- Functional knowledge of HIPAA rules and regulations
- In-depth working knowledge of the various applications associated with the workflows
Here Is What You Will Need:
- High school diploma (or Equivalent Certificate from an accredited program) or higher degree
- Six (6) months or more of customer service and/or monetary transaction experience
Nice to have:
- Call center experience
- Bilingual Spanish
- Coding and billing certification
- Experience with privacy laws, access and release of information
About Cheyenne Regional:
Cheyenne Regional Medical Center was founded in 1867 as a tent hospital by the Union Pacific Railroad to treat workers injured while building the transcontinental railroad. Today, we are the largest hospital in the state of Wyoming, employing over 2,000 people, and treating over 350,000 patients from southeastern Wyoming, western Nebraska, and northern Colorado. We pride ourselves on patient and employee experience by living our core values of Integrity, Caring, Compassion, Respect, Service, Teamwork and Excellence to I.N.S.P.I.R.E. great health.
Our team makes a difference every day by providing trusted healthcare expertise through a passionate and I.N.S.P.I.R.E.(ing) approach with a personal touch. By living our values, we aim to achieve our goal of becoming a 5-star rated hospital, providing critical support and resources to our community and the greater region we serve. If you are eager to make a difference and passionate about healthcare, we encourage you to apply today!
