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Form of workServes as an active team member of the Outpatient Clinic multidisciplinary team as a Client Service Representative in registration and administrative operational processes, based at the outpatient clinics. The Client Service Representative is the first face a client sees when they walk in the door and will be responsible for a variety of activities related to client intake and care. Client Service Representative demonstrates the values of the organization throughout their leadership, attention to detail, and to positively influence the client experience and the clinic team.
Why UnityPoint Health?
- Commitment to our Team – For the second consecutive year, we're proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare for our commitment to our team members.
- Culture – At UnityPoint Health, you Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
- Benefits – Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.
- Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
- Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
- Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.
Visit https://dayinthelife.unitypoint.org/ to hear more from our team members about why UnityPoint Health is a great place to work.
Key Accountability:
Provide excellent customer service in all client contacts both in person and over the phone.
Perform client registration and ensure all client documentation is completed and indexed in EHR and other agency portals, verify insurance for proper funding, and authorizations are obtained and entered in our EHR. Verify Client information and complete necessary updates at each client visit. Correct errors for accurate billing and process claim denials. Communicate with Revenue Team. Resolve any discrepancies from Client charts.
Answer telephone calls in a clear, calm and professional manner. Screen calls by urgency and route calls promptly, accurately, and professionally to appropriate party. Schedules, cancels, and reschedules client appointments efficiently, maintaining appointment schedule according to procedures.
Collect payments, issue receipts and reconcile receivable activity to prepare for deposits. Communicate with clients to inform them of outstanding payment due, insurance eligibility, and discuss coverage options. Assist client with completing, applying for, and submitting Polk County Applications and Presumptive Applications for Medicaid. Complete intake and follow up on USPP referrals per contracts for services and VA referrals. Work with Senior Outreach Counseling to complete intake process and funding resources-Obtain funding from Polk County obtaining Pre Authorizations, Elderly wavier (MCO’s case managers), and working with Aging Resources. Medical records- scan, attach and send to Medical records. Then medical records verify with therapist and send request to 3rd Party. Ability to use our Credentialing Document to obtain the knowledge to know who to schedule with which therapist based on insurance. Review voicemails left for the clinic and nurse, log them for nurses, and return calls for the clinic.
Education: High School Degree or equivalent
Experience: Proven experience as data entry. Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel etc.). Working knowledge of office equipment and computer hardware and peripheral devices.
License(s)/Certification(s): Valid driver’s license when driving any vehicle for work-related reasons.
Knowledge/Skills/Abilities: Technology: Basic understanding of databases. Writing - Communicating effectively in writing as appropriate for the needs of the audience.. Communication: Good command of English both oral and written and customer service skills. Time Management - Managing one's own time and the time of others.. Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do. Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Attention to Detail - Superior data entry skills, Keen eye for details.
Other: Use of usual and customary equipment used to perform essential functions of the position.
