Customer Service Representative

Primary Purpose

Responds to written and telephone inquiries to answer customer questions, correct errors, document new information, and ensure the accuracy of patient financial accounts.

MINIMUM SPECIFICATIONS

Education:

• None.

Experience:

• Must have three (3) years of experience in a hospital or physician business office.
• Must have two (2) years of customer service experience in a medical business office.

Equivalent Education and/or Experience:

• None.

Certification/Registration/Licensure:

• None.

Skills or Special Abilities:

• Must demonstrate ability to type 20 wpm with a maximum of 3 errors.
• Must be able to demonstrate a working knowledge of personal computers and other standard office equipment.
• Must have knowledge of billing, managed care programs, and State/Federal programs.
• Must have working knowledge of medical software.
• Must demonstrate a positive demeanor, good verbal and written communication skills, and be professional in both appearance and approach.
• Must be able to communicate effectively with patients, families, government entities, insurance companies, and Parkland staff.
• Must be able to solve problems within the guidelines of established policies and procedures.
• Basic medical terminology knowledge preferred.
• Bilingual skills preferred.

Responsibilities:

• Answers incoming phone calls to the Patient Billing, Collections Department, or Health Information Management Department, answers questions related to patient financial accounts or release of information requests to resolve customer problems.
• Updates accounts with information provided by the patient/guarantor, requests rebills or additional follow-up based on changes, and verifies third party coverage to ensure accuracy of patient account information and expedite payment processing.
• Responds to patient correspondence to provide information or initiate corrective action. Refers appropriate correspondence to other departments for resolution.
• Documents all actions taken on accounts in the system account notes to ensure all prior actions are noted and understandable by others.
• Tracks productivity and provides cumulative reports on a daily, weekly or monthly basis, as required by supervisor and/or manager.
• Maintains a positive working relationship with contacts at all agencies, patients, insurance companies, government entities, clinical personnel, other Parkland staff and management, to promote teamwork, cooperation, and a positive public image for Parkland. Serves as a positive role model for staff and patients and demonstrates strong interpersonal skills. Accepts constructive criticism and integrates suggestions in effective ways.

Job Accountabilities:

• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.