Customer Service Representative

About the role

The Customer Service Representative (CSR) serves as the hospital’s primary contact for all patient billing inquiries. Provides information regarding hospital billing practices, policies, and patient billing statements. Responsible for receiving cash payments, issuing receipts, and posting cash payment data.

To ensure timely processing of the patient record, the CSR will ensure receipt of all inpatient/outpatient/emergency department patient records; analyze each patient record for completeness as outlined in the policy and procedures. Maintain workflow ensuring that records are scanned into PowerChart in a timely and efficient manner.

Complete and process a birth certificate for all newborns and fetal death certificates as needed, meeting regulations of the Arizona Department of Health Services Bureau of Vital Records and those of the Hospital Paternity Program. Handle requests for records received by mail, phone, fax, or walk-in. Perform charge entry and assist in all areas within the department as assigned.

Requirements

• High School diploma or equivalent.
• Two (2) years of experience in a healthcare environment, particularly in healthcare billing, collections, or payment processing preferred.
• One (1) year of experience in accounting or handling cash and/or cash reconciliation in a healthcare facility or hospital preferred.
• One (1) year of experience in a hospital medical record department or similar medical office setting preferred.

Skills

• Good verbal and written communication skills.
• Familiarity with medical billing/collections and healthcare insurance.
• Experience analyzing Explanation of Benefits (EOBs) from various insurance companies.
• Basic knowledge of insurance processing technology.
• Strong attention to detail, interpersonal, and customer service skills.
• Ability to work in a fast-paced environment and comply with procedural guidelines while maintaining confidentiality.
• Excellent organizational and time management skills.
• Strict adherence to policies and procedures, specifically regarding confidentiality.
• Proficiency with Microsoft Word, Excel, PowerPoint, 10-key, and relevant hospital software applications.
• Demonstrated ability to use standard office equipment and PC software.

Licenses

• CRCS certification within one year of hire date.