What are the responsibilities and job description for the Call Center Representative - 1.0 FTE position at St Peters Hospital?
JOB SUMMARY (overview of job):
- Project a positive and helpful demeanor while working with patients, visitors, and staff.
- Collect appropriate deposit, deductible and/or co-insurance amounts from patient/guarantor at pre-admit, admit, in house or at discharge.
- Complete insured and uninsured patient estimates upon request.
- Evaluate guarantor financial status, previous account information, eligibility tools, employment history, and all other income verification documentation, to determine the most feasible method of payment.
- Gather and assess financial data to help determine patient eligibility for Medicaid, SSI, charity and other financial assistance programs while working cohesively with associated vendors (Such as a Medical Advocate).
- Responsible for timely documentation of all pertinent information on the patient account.
- Responsible for evaluating, tracking, and logging all patient assistance applications and HIPAA release of information forms
- Maintain knowledge of resources available both inside St Peter’s and outside agencies to aid with patient issues.
- Handle all incoming customer service questions to identify needs and issues. Including but not limited to charge explanation, relaying/explaining insurance activity, offering patient assistance and setting up payment plans.
- Makes outbound calls to set up payment arrangements and follow up on delinquent accounts.
- Manages accounts needing to be transferred to outside collections agencies
- Processes patient correspondence, queries and disputes from our collection agencies
- When needed with go to court proceedings to represent the hospital in collections of debts.
- Maintain compliance with state and federal regulations as they relate to Patient Financial Services.
- Responds to all Smart Sheet items assigned to them within 2-7 business days.
- Logs all unresolved issues and refers to them to the business office management team.
- Responsible for working daily inpatient uninsured lists timely. Including but not limited to patient assistance screening and getting ABN’s signed
- Reconciles credit card transactions, daily cash drawer reconciliation. Post and deposits client billing payments from other departments.
- Reports trending call issues to the QA Coordinator.
