Billing Customer Service Representative

Job Description

Schedule: FT, Mon - Fri, 8:00 - 4:30

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview

Interact with customers to provide and process information in response to inquiries, concerns and requests. Responsible for successfully resolving all patient inquiries received via telephone, in-person visit or in a written format. Provides financial counseling to patients as needed.

Essential Functions

• Interacts with customers to answer questions and concerns regarding patient accounts. Maintain a blance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and organization. Resolves service problems by :
• Clarifying the customers complaint or inquiry
• Determining the cause of the problem
• Selecting and explaining the best resolution
• Expedites corrections and/or adjustments
• Provides follow-up to ensure resolution or directs to the appropriate area for resolution
• Records details of inquiries, comments and compliants as well as action taken
• Process patient payments using Epic or Passport; verifying credit/debit card approval
• Assists customers with financial counseling including community resources, setting up payment plans, Medicaid, and/or financial assistance programs.
• Facilitates effective communications with patients and/or their representatives. Educate the customer where applicable to prevent the need for future contacts regarding making payments, understanding their benefits, understanding standard billing practices, etc.
• Work with outsource collection agencies activity and follow up; as well as works with patients and parents to resolve issues from accounts being in collection status.
• Complies with Federal and State billing requirements. Also complies with Health Information Portability and Accountability Act (HIPAA) and Electronic Data Interface (EDI) transaction formats.
• Regular attendance at work is an essential function of the job.
• Perform physical requirements as described in the Physical Requirements section
  
  

Education Qualifications

• High School Diploma or GED equivalent Required and
• Associate's Degree in Billing, Coding, or HIM Preferred
  
  

Experience Qualifications

• Minimum 3 year of experience in customer service or help desk capacity Required and
• Minimum 1 year of experience working with commercial or government billing and reimbursement processes Required
  
  

Skills And Abilities

• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers
• Organized, self-motivated, and able to work independently of direct supervision to carry out responsibilities
• Knowledge of customer services principles and practices
• Knowledge of hospital and professional billing, collection and reimbursement requirements and standard practice.
• Ability to review, interpret and understand managed care contracts with third-party payors.
• Intermediate computer skills including the use of spreadsheet programs and word processing programs.
• Strong interpersonal skills with attention to detail and ability to organize, interpret, and present data.
• Excellent oral and written communication skills and demonstrated ability to communicate with others at all levels.
• Ability to perform non-complex arithmetic calculations
  
  

Children’s is the very best for kids and the very best for your career! At Children’s, we put YOU first so together, we can improve the life of every child!