Customer Service Representative

Position Overview

Provide exemplary Customer Service (oral and written), collection follow up and payment processing for patient balances.

Essential Functions

Provide excellent Customer Service to internal and external customers through prompt response and courteous communication within 24 hours of the request

• Receive inbound patient calls for all billing questions and collect payments as well as responsibility for outbound calls for pre-surgical and past due collections - maintaining presence in telephone queue to reduce patient wait times and dropped calls
• Process accounts for placement with collection agencies
• Ensure adequate and accurate documentation in all notes and demographics in the practice management system, monitor returned mail to update
• Process billing statements and receipts
• Forward refund accounts as necessary to the Refund Clerk for processing in a timely manner
• Check and respond to voicemails
• Attend monthly meetings and update leadership on trends and problems
• Maintain departmental goals and productivity parameters as set forth by the RCM
• Leadership Team
• Respond to patient inquires and complaints with 48 hours of date of receipt
• Pro-actively escalate issues and conflict to the RCM Team Lead, RCM Supervisor and/or
• RCM Manager as needed
• Ability to effectively collaborate and communicate with other RCM Team Lead, RCM
• Leadership Team and Colleagues
• Demonstrates ability to establish and maintain effective internal and external working relationships
• Must demonstrate an above average ability to communicate effectively both orally and in writing
• Must demonstrate the ability to exercise sound judgment and discretion
• Assist team members as needed.
• Other duties as assigned.

Knowledge/Skills Abilities Required

• High School Diploma preferred.
• 2 Years of collections experience in a medical office or hospital a plus.
• Ability to understand and explain insurance explanation of benefits (EOB).
• Excellent 10-key skills.
• Working knowledge of electronic health records and practice management system.
• Excellent interpersonal communication skills.
• Ability to maintain quality control standards.
• Ability to meet deadlines.
• Thorough knowledge of HIPAA.
• Strong Customer Service skills.
• Ability to multi-task.
• This person must be able to establish and maintain effective working relationships with patients, employees, and the public.

Physical and/or Mental Requirements

The physical and/or mental requirements outlined in this job description detail the requirements as the positions essential functions are typically performed. If you need an accommodation to perform the essential functions of the position, please contact Human Resources.

• Must work well under pressure
• Must be able to read, understand and follow oral and written instruction.
• Ability to communicate via telephone and written word to give and receive information
• to and from patients and coworkers.
• Ability to move about an office setting.
• Prolonged periods of sitting at a desk and working on a computer.