Customer Experience Representative

Your job is more than a jobThe Patient Account Rep CBO Operations-System Patient Experience serves as the hospital’s primary contact for all patient billing inquiries. Acts as a liaison between LCMC and patients, providers, and payers for all post-care matters related to account resolution. Provides information regarding hospital billing practices, policies, and patient billing statements. Assists patients in understanding billing statements to ensure swift resolution of outstanding balances. Handles all correspondence for the Central Business Office Fulfills the organization’s mission of care and service by providing superior customer service to the patient community.Your Everyday• Accepts inbound phone calls from patients, early out and bad debt vendors, physician offices, insurance carriers, etc. within a specific response-to-call timeframe and with the intent to resolve the caller’s concern immediately• Follows scripts as provided by the call center manager to facilitate consistent and expedient account resolution• Provides exceptional customer service that aims to improve patient and/or guarantor relations and contribute to a positive work environment• Clearly explains charges to customers, reports any charge/payment errors to managerial staff, and resolves any errors within LCMC’s computer system• Utilizes multiple resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence• Negotiates full payment from patients and helps them set up an agreeable payment plan• Collects patient payments and follows levels of authority for posting adjustments• Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB)The Must-HavesMinimum:EXPERIENCE QUALIFICATIONS• At least 2 years Experience in a hospital or physician setting• Previous experience in a call center environment preferredEDUCATION QUALIFICATIONS• Required: High school diploma or GEDSKILLS AND ABILITIES• Minimum Required:• Must be able to pass basic computer skills test and system level training• Superior communication, organizational, and analytical skills• Must be able to review correspondence and identify next action steps needed and determine the appropriate owning area for routing.• Strong attention to detail• Strong interpersonal and customer service skills• Ability to work in a fast-paced environment• Ability to comply with procedural guidelines and maintain confidentiality• Knowledge of insurance processing terminology• Experience with analyzing explanation of benefits (EOBs) from various insurance companies/payers• Retains data entry skills and basic knowledge of Excel, Word and Outlook preferred• Possesses excellent organizational and time management skills• Epic software• Demonstrates a commitment to organizational values by displaying a professional attitude and appropriate conduct in all situationsWORK SHIFT:Days (United States of America)LCMC Health is a community.Our people make health happen. While our NOLA roots run deep, our branches are the vessels that carry our mission of bringing the best possible care to every person and parish in Louisiana and beyond and put a little more heart and soul into healthcare along the way. Celebrating authenticity, originality, equity, inclusion and a little “come on in” attitude is the foundation of LCMC Health’s culture of everyday extraordinaryYour extras• Deliver healthcare with heart.• Give people a reason to smile.• Put a little love in your work.• Be honest and real, but with compassion.• Bring some lagniappe into everything you do.• Forget one-size-fits-all, think one-of-a-kind care.• See opportunities, not problems – it’s all about perspective.• Cheerlead ideas, differences, and each other.• Love what makes you, you - because we doYou are welcome here.LCMC Health is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.The above job summary is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.Simple things make the difference.1. To get started, take your time to fully and accurately complete the application for employment. Incomplete applications get bogged down and are often eliminated due to missing information.2. To ensure quality care and service, we may use information on your application to verify your previous employment and background.3. To keep our career applications up-to-date, applications are inactive after 6 months and, therefore, require a new application for employment to be completed.4. To expedite the hiring process, proof of citizenship or immigration status will be required to verify your lawful right to work in the United States.