Collections and Customer Service Specialist - FT - Day - Collections & Customer Svc Lawrenceville NJ

Position Overview

Provides customer service for Hospital and Professional billing and is responsible for all incoming and outgoing calls related to balances due from patients. Acts as the liaison between patient, guarantors, attorney offices, physician offices, hospital departments and payers.

Minimum Requirements

• Education: High school diploma or equivalent preferred.
• Experience: One year' previous customer service required. Hospital and/or Professional billing and collection experience preferred.

Other Credentials

• Knowledge and Skills: Knowledge of Microsoft office. Good verbal and written communication skills. Strong customer service skills.

Special Training

• Mental, Behavioral and Emotional Abilities: Usual Work Day: 8 Hours

Reporting Relationships

• Does this position formally supervise employees? No

Essential Functions

• Provides exceptional customer service that aims to improve patient and/or guarantor relations.
• Responsible for all incoming calls for both hospital and professional claims related to patient balances.
• When necessary to engage either Hospital or Professional Billing Revenue Specialist, always provides details to the receiver of the call prior to transferring.
• Collections credit card payments over the phone and notes the account accordingly.
• Makes outgoing collection calls on self-pay patient accounts.
• Based on a rotating calendar, listens and responds to all messages left during the off hours and responds to emails sent to businessoffice@capitalhealth.org mailbox within 24 hours of receipt.
• Reviews all self-pay mail and takes necessary steps to resolve.
• Responsible for updating insurance and/or demographic information into the appropriate system as received.
• Responsible to retransmit claims once insurance information has been updated.
• Responsible for reviewing and adjusting charity care claims to zero (or appropriate amount based on approval percentage) that final billed on a daily basis.
• Reviews and stays current with assigned work lists daily to meet established productivity numbers.
• Pulls documentation for charity care audits assigned.
• Documents clear and concise notes in the billing system.
• Research thoroughly on any self-pay credit balance to see if the balance can be applied to another open account, when no other open balances, creates the patient refund.
• Performs other duties as assigned and adapts to changing departmental demands as needed.

Physical Demands and Work Environment

• Frequent physical demands include: Pinching/fine motor activities, Keyboard use/repetitive motion.
• Occasional physical demands include: Standing, Walking, Climbing (e.g., stairs or ladders), Carry objects, Push/Pull, Twisting, Bending, Reaching forward, Reaching overhead, Squat/kneel/crawl, Wrist position deviation.
• Continuous physical demands include: Sitting, Talk or Hear.
• Lifting Floor to Waist 20 lbs. Lifting Waist Level and Above 10 lbs.

Sensory Requirements

• Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing.

Anticipated Occupational Exposure Risks

• N/A

Benefits

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA)
• Healthcare FSA
• Dependent Care FSA
• Retail Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance
• Disability Benefits – Long Term Disability (LTD)
• Disability Benefits – Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance
• Voluntary Life Spouse
• Voluntary Life Employee
• Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program