Customer Service Representative - FT

POSITION PURPOSE:

The Front Desk Customer Service Representative is responsible for providing excellent customer service by assisting patients and family members with account, payment and billing concerns.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:
Supervisory-Specific Performance Expectations, Duties, and Responsibilities:

o N/A

Position-Specific Performance Expectations, Duties, and Responsibilities:
o Greeting patients in person and on the phone in a friendly and courteous manner.
o Ability to work with all members of the financial team to assist with patients accounts.
o Efficiently verifying mailing address, contact phone number, insurance and other demographic information.
o Evaluates patient accounts for Bad debt status, reaches out to patient to set up payment plans.
o General understanding of Patient Accounts to help patient understand bills and insurance payments.
o Discuss any financial obligation and set up payment plans or payment arrangements with patient prior to admission or discharge.
o Analyze financials and establish payment arrangements on high dollar deductible plans, co-pays and self-pay accounts.
o Works closely with Insurance verification/ Eligibility function and Case management/UR/ Discharge planner to ensure smooth financial transition for the patient.
o Effectively, navigate EMR to find proper documentation and forms.
o Accurately update patient’s information in EMR system.
o Must meet established productivity and quality guidelines.
o Provides estimated quotes for prompt pay discount or time of service discount.
o Post payments of cash and prepare end of day cash drawer receipts to accounting.
o Answer incoming phone calls and walk-ins from patients, physicians and other sources related to financial questions.
o Correctly and professionally document financials and patient interactions within EMR for financial clearance and counseling.
o Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
o Relief/Back-up for Financial Counselor as needed.
o Attends all applicable workshops
o Responsible to monitor supervisor directed indicators.
o Follow communication, expectations, and guidelines and polices.
o Follow CHOICE Behavioral Standards.
o Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI.
o Perform other duties as assigned. Occasional weekend work to support special events.

Organization-Specific Performance Expectations, Duties, and Responsibilities:
o Demonstrates 100% commitment to performance in accordance with the CHOICE values of MRH and representing the organization in a positive and professional manner.
o Establishes and maintains effective verbal and written communication and good working relationships with all patients, staff, and vendors.
o Adheres to MRH attire/dress code per policies and procedures.
o Utilizes initiative; strives to maintain a steady level of productivity; self-motivated; and manages activity and time.
o Completes annual education, training, in-service, and licensure/certification requirements; and attends departmental and organizational staff meetings or reads meeting minutes.
o Maintains patient confidentiality at all times.
o Reports to work on time as scheduled; completes work within designated timeframes.
o Actively participates in departmental and organizational performance improvement and continuous quality improvement activities.
o Strives to uphold regulatory requirements to ensure continual compliance with departmental, hospital, state, and federal regulations and policies.
o Follows policies and procedures for infection control, safety, and risk management to ensure a safe environment for patients, the public, and staff.

QUALIFICATIONS:
Minimum Requirements:
o Must be at least 16 years of age (21 for driving positions with a valid driver’s license).
o Must be able to legally work in the United States.
o Must be able to pass a background check.
o Must be able to pass a drug screen and breath alcohol test (if applicable).
o Must complete employee health meeting.

Required Education/Licensure/Certification:
o Current BLS certification (or must be obtained within 90 days).
o High School Diploma or equivalent preferred
o Unencumbered License/Certification (if applicable)

Experience:
o Familiar with Medical Terminology helpful.
o Past knowledge of all Microsoft Office products.
o Bilingual preferred.
o Follow CHOICE Behavioral Standards.
o Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI.

Position Classification:  Non-exempt

Compensation Range:  $19.16 to $26.81

Benefits:  Medical, Dental, Life, Retirement, Paid Time Off

Salary : $19 - $27