Customer Service Representative - job 2 of 2

Overview

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

Responsibilities

Responsible for responding to telephone and written inquires related to patient accounts. 

Assist patients with questions and concerns and concerns, explains charges and responds to other related inquiries. 

• Assists patients via telephone and/or written response regarding account/claim status inquires. Responds professionally and within appropriate time-frames to all inquires. 
• Collects accurate payment amounts and posts payments in the appropriate system. Processes credit card payments on the appropriate terminal. Delivers an accurate day end deposit and reconciliation sheet with all out of balance issues resolved within one business day. 
• Reviews patient accounts and as appropriate, offers payment arrangements, financial assistance applications or refers patients/families to the Financial Counselors for help with financial assistance and/or insurance enrollment. 
• Generates bills or re-bills claims to insurance companies. Conducts timely follow up with insurance companies regarding claim processing and payment status. 
• Processes reoccurring self-pay accounts on a monthly basis, conducts bad debt reviews, monitors status of payment plans and consistently follows up with patients regarding outstanding balances. 
• Participates in business division meetings, performance improvement activities and committees as assigned. Utilizes issues log when necessary. 
• Meets productivity standards for assisting patients with questions and concerns in an effort to achieve account resolution. 
• Other job duties as assigned.

Qualifications

• Highschool Graduate or GED
• One year of healthcare insurance billing or collection experience; hospital or clinic experience preferred. 
• General knowledge of charity, bad debt and collection procedures. 
• Excellent interpersonal sills and the ability to effectively communicate verbally and in writing providing excellent communication. 
• Excellent organizational skills and the ability to handle multiple priorities/tasks simultaneously in a fast paced environment. 
• Ability to maintain acute attention to detail 
• Basic computer literacy and proficiency in Microsoft Windows
• Basic proficiency with MS Office (Outlook, Word, Excel)
• Experience with insurance billing computer applications preferred