Revenue Cycle Customer Service Representative

Duties and Responsibilities 

• Answers a high volume of calls each day to assist with billing and payment inquiries in a timely, responsive and efficient manner  
• Assists patients in the resolution of billing issues, which may include responding to complaints, requests, and/or make arrangements for payments, while remaining within the parameters of facility protocols 
• Communicates and collects outstanding balances 

• Verifies patient demographic and insurance information and enters changes into the billing system. 

• Works with Billing Department to ensure insurance information is accurately entered so claims are not denied.  

• Communicates billing or posting errors to the Supervisor 

• Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor 

• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s) 

• May help research any claim issues 

• Identifies trends of customer service encounters and makes recommendations to the supervisor for resolutions of the issues 

• Collaborates with the company call center to provide appropriate call coverage and handling of calls in order to provide the best patient experience possible 

• Opening, sorting, delivering and scanning incoming correspondence 

• Processes all Returned Mail including contacting various resources for information 

• Assists with data entry 

• Other duties as assigned 

Secondary Job Functions 

• Attend meetings and training sessions 

• Maintain confidentiality of patient and financial information by utilizing HIPAA guidelines and regulations 

• Maintain knowledge and adhere to related governmental regulations and all policies set forth by Ohio Gastroenterology Group Inc and its related parties 

Knowledge, Skills and Abilities 

• Knowledge of third-party payers and interpreting explanation of benefits (EOB’s) 

• Understanding of basic medical terminology and procedures  

• Proficient use of office equipment, such as copier and fax machine, phones, etc. 

• Knowledge of computers, data entry, e-mail, and the Internet 

• Strong attention to detail  

• Strong time management skills 

• Basic mathematical skills 

• Ability to process credit card transactions 

• Ability to work independently with minimal supervision 

• Exceptional written and verbal communication and interpersonal skills with a high degree of diplomacy and tact 

• Ability to effectively communicate with a variety of people under stressful circumstances  

• Neat appearance, professional demeanor and pleasant voice 

• Fluent in English 

Credentials and Experience 

• Must have high school diploma or equivalent 

• One (1) year of customer experience in a healthcare setting preferred 

• Experience with eClinicalWorks a plus 

Physical Demands 

• Must be able to bend over (frequent), climb stairs (frequent), sit (frequent), stand (frequent), stoop (frequent), walk (frequent) and type on keyboard (frequent). 

Work Environment 

• Minimal medical office exposure that may require contact with adult patients 

• Office workstation environment with numerous employees