Customer Service Liaison

Job Description
Position Summary
While demonstrating Connecticut Children's Medical Center Mission, Vision and Values the Customer Service liaison will be responsible for the ongoing communication and coordination of activities between early out/bad debt vendor(s) and Connecticut Children's. This position will assist with complaints, account error, billing escalations, and other patient/account related queries. Maintains exceptional service and integrity with customers and client accounts through accurate, timely, relevant, and quality work efforts of all inventory assigned to the self-pay billing revenue cycle.
Job Duties

• Ensures the quality, integrity, and proper work effort of assigned self-pay inventory on assigned work lists.
  * Maintain working knowledge of Protected Health Information (PHI), HIPPA
  * Handle escalated customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  * Coordinate with vendor and inter-departmental communication to resolve patient account issue
  * Provide assistance to external collections vendor in terms of relevant self-pay policies and processes
  * Consistently document clear notes into Epic of patient account inquiries and action needed
  * Make proper and consistent use of tools, systems and reference materials in researching issues and providing solution
  * Follow communication procedures, guidelines and policies
  * Meets high quality standards and understands/adheres to all policies and procedures
  * Maintains high levels of productivity of all assigned work lists;
  * Assists with various other duties and/or projects as needed

Education and Experience
Education Required: High school diploma or equivalent.
Education Preferred: Associate Degree
Experience Required: Five years working in healthcare setting in patient accounting/finance
KSAs required upon hire or transfer: Basic knowledge of medical terminology. Good communication, organizational and interpersonal skills. Demonstrated proficiency with MS Office products.
Licenses and Certifications
Knowledge, Skills, and Abilities
Knowledge of:

• Epic software products preferred
  * Insurance verification, authorization process preferred
  * Basic Knowledge of Medical terminology
  * Basic knowledge of Medical terminology, health insurance, understanding EOB's, and State Federal regulations preferred

Skilled at:

• Communication, organization, and interpersonal skills
  * Thorough, with excellent listening skills.
  * Ability to calm irate, anxious, or grieving customers.
  * Capacity to navigate stressful situations with ease.
  * Demonstrated proficiency with MS Office Products (Word, EXCEL)
  * Bilingual highly preferred

Ability to:

• Adapt to shifting priorities
  * Multitask and work in a fast paced environment
  * Maintain confidentiality Patient Health Information