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Category: Business Services
Facility: IHA Administration
Department: Business Services
Schedule: Full Time
Hours: 40 Hours
Job Details: 1 - 3 years of experience required

The Shift for this position is 9am-5:30pm, Monday thru Friday.

 

POSITION DESCRIPTION:

 

The Customer Service Representative is responsible for providing a high level of customer service to all internal and external customers.  Responsible for communicating with internal and external customers regarding problems with patients' statements, pending claims, coding issues, payment plans and NextMD. This individual will also complete Event Reports due to patient disputes.  The employee will work low balance reports in collaboration with the Patient Services Financial team. 

 

 

ESSENTIAL JOB FUNCTIONS:

1.      Ensures that patients with complex billing issues are redirected to the appropriate Medical Billing Specialist for prompt assistance.

2.      Answers patient, insurance and office calls, reviews patients' accounts and enter visit notes and/or s and all follow up activities performed to enable others to review claim history on all encounters.

3.      Create task and/or email regarding billing issues and forward to all appropriate persons involved.

4.      Works Event Reporting for coding issues.

5.      Manages Commercial Non-Par tasks weekly. Mail out Commercial non-par letters.

6.      Assumes responsibility and ownership of all calls from patients, insurances, and offices and perform follow up measures that are necessary to satisfy the customer.

7.      Makes payment arrangements with patients regarding outstanding balances.

8.      Attends Recharge, Business Services, Team and Reception Supervisor meetings as necessary.

9.      Attends regularly scheduled meetings and may be called upon to facilitate meetings and/or take minutes.

10.   Takes NextMD calls and completes NextMD Tasks.

11.   Follow up on ContactUS emails.

12.   Participates in special projects and performs other duties as assigned.

 

 

ORGANIZATIONAL EXPECTATIONS:

1.      Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement

2.      Must be able to work effectively as a member of the Business Services team.

3.      Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.

4.      Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA's Employee Handbook.

5.      Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems

6.      Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.

7.      Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities.  Embraces new ideas and respects cultural differences.

8.      Uses resources efficiently.

9.      If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

 

 

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

 

ESSENTIAL QUALIFICATIONS:

EDUCATION:  High School Diploma or GED

CREDENTIALS/LICENSURE:  None

MINIMUM EXPERIENCE:  Experience working in an inbound call center environment supporting a medical office strongly preferred; a combination of patient services, medical reception, customer service (medical environment) or other relevant business environment preferred.

 

 

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1.      Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement

2.      Must be able to work effectively as a member of the Business Services team.

3.      Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.

4.      Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA's Employee Handbook.

5.      Maintains complete knowledge of office services and in the use of all relevant office equipment, computer, and manual systems

6.      Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.

7.      Serves as a role model, by demonstrating exceptional ability and willingness to take on new and additional responsibilities.  Embraces new ideas and respects cultural differences.

8.      Uses resources efficiently.

9.      If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

 

 

MINIMUM PHYSICAL EXPECTATIONS:

1.      Physical activity that often requires keyboarding, filing and phone work.

2.      Physical activity that often requires extensive time working on a computer.

3.      Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.       

4.      Physical activity that sometimes requires lifting, pushing and/or pulling under 20 lbs.

5.      Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. 

6.      Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.

7.      Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

 

 

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment and requires frequent change and significant interaction with people (many of whom are not familiar with the medical billing and reimbursement process) which can be stressful at times.



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