Financial Care Specialist I (Customer Service)

Under general supervision and following established practices, policies, and guidelines, provides patient relations support to Patient Financial Services, performing duties which include identifying, analyzing, resolving and responding to customer inquiries, concerns and issues, and following up on accounts to ensure payment and resolution. Positions at this level require advanced knowledge in specialized functions and a full understanding of the revenue cycle. You will work independently and have strong Customer Service skills and work well with patients, deescalate issues quickly, able to talk, think and access the system to achieve maximum customer satisfaction. This position requires strong analytic and prioritization skills and the ability to understand, interpret and explain payor contracts and CSMC billing and collections policy and practices. This position may be cross-trained in other revenue cycle functions and provide back-up coverage.

• Applies detailed knowledge of and follows all hospital and department policies, procedures (e.g., PHI, PFS employee handbook).
• Demonstrates detailed knowledge of Cedars-Sinai’s core patient accounting systems and/or department specific systems and uses them effectively and efficiently.
• Effectively monitors assigned work queues and workload, ensuring resolve of accounts in a timely and accurate manner. Takes initiative on issues and/or problems by advancing them to the supervisor.
• Adheres to documentation standards of the department. Accurately uses activity codes. Notes are clear and concise. Correctly enters data in fields. Maintains acceptable levels of speed and accuracy.
• Completes all necessary research and account follow-up activities to resolve inquiries and/or customer complaints. Ensures that the resolution completed meets the patient’s needs.
• Responds to patient, insurance company and other authorized third-party inquiries, including return of calls and research needed to bring account to final resolution.
• Negotiates and documents payment plans within established policies.
• Achieves timely and accurate account collection for hospital and professional services. Responsible for initiating collection calls to patients and insurance companies to collect on unresolved accounts. Maintains A/R per department protocol. Reviews accounts on continuing basis and refers uncollectible accounts to collection agency or attorney on a timely basis. Ensures account is routed to appropriate work queue for approval.
• Responds timely, effectively, and appropriately to deliverables.
• Shares knowledge, time, and expertise to assist other members of the team.
• Ensures practices and procedures are inclusive of interpersonal and cultural diversity.
• Identifies and responds appropriately to both internal and external customer needs using available resources.

Requirements:

High School Diploma/GED required. Associate degree in business administration or a related major or college level courses in finance, business, or health insurance preferred.

A minimum of 1 year of hospital billing or professional billing and/or Collection experience with Customer Service and call center experience required.