Customer Service Representative

Position Summary

The Customer Service Representative is responsible for answering all incoming telephone calls, responding to patient

emails, correspondence, and messages in order to resolve patient issues and concerns. The representative is

responsible for processing patient credits and payments as well as reconciling patient accounts during call downtime.

This position is responsible for assisting walk-in patients in order to resolve patient account issues and concerns.

Essential Functions and Responsibilities Includes the Following:

1. Responsible for answering all incoming telephone calls in a proficient manner with resolution in the shortest

amount of time possible

2. Responsible for assisting walk-in patients in resolving patient account issues

3. Responsible to communicate with patients to obtain accurate information and update EMR system accordingly

4. Responsible to assure accounts are properly updated and sent to insurance companies when updated

information has been received or obtained

5. Recodes accounts by insurance carrier and plan numbers to assure proper billing

6. Responsible for responding to patient emails, voicemails, and correspondence and resolving issues as

necessary

7. Responsible to escalate to management issues as identified

8. Completes charge adjustments and allowances entries on accounts as needed

9. Processes rejections on third party accounts

10. Responsible for reviewing laser statements during call downtime and initiating third party billing to the

appropriate insurance based on information provided by patient on the laser statement

11. Review and reconciliation of patient overpayments

12. Responsible for processing patient payments and researching discrepancies

13. Performs all other related duties as assigned

14. Understands and adheres to the WPH performance standards, policies and behaviors

Education & Experience Requirements

ï‚· High School Diploma required

ï‚· Customer service experience required

ï‚· Clerical experience required

ï‚· Minimum of one to two year’s-experience in a hospital setting

ï‚· Knowledge of third-party billing and reimbursement

ï‚· Ability to use basic office equipment and knowledge of computers

ï‚· Effective 12/1/2022 the HBI (Healthcare Business Insights) one time certification course is required and must

be completed during the onboarding period and prior to start date.

Core Competencies

ï‚· Ability to cooperate with others

ï‚· Must be able to speak, write understand and communicate the English

language

ï‚· Effectively communicate with internal and external customers

ï‚· Retains composure under stress

ï‚· Integrity to handle the confidential aspects of work

Physical/Mental Demands/Requirements & Work Environment

ï‚· May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may

be exposed to are listed in the hospital’s SDS (Safety Data Sheet) data base and may be accessed through the

hospital’s Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the

hospital switchboard, saved on a disc.

ï‚· Must be able to remain in stationary position 50% of the time

ï‚· The person in this position needs to occasionally move about inside the office to access file cabinets, office

machinery, etc

ï‚· The person in this position frequently communicates with patients who have questions, must be able to exchange

accurate information in these situations

ï‚· Must be able to detect and greet patients arriving

Primary Population Served

Check appropriate box(s) below:

☐Neonatal (birth – 28 days) ☐Patients with exceptional communication

needs

☐Infant (29 days – less than 1 year) ☐Patients with developmental delays

☐Pediatric (1 – 12 years) ☐Patients at end of life

☐Adolescent (13 – 17 years) ☐Patients under isolation precautions

☐Adult (18 – 64 years) ☐Patients with cultural needs

☐Geriatric (> 65 years) X All populations

☐Bariatric Patients with weight related

comorbidities

☐ Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined