Customer Service Specialist - FT

Time Type: Full time Hours Per Pay Period: 80 Shift: Day Shift 8-80 Minimum: $20.86 USD Maximum: $30.96 USD(This represents the rate for an individual with significant experience in this job) Department: Patient Accounts Current Bay Area Hospital Employee: If you are a current Bay Area Hospital employee, please apply through the Workday internal career site. The future looks bright at Bay Area Hospital, and we are always searching for quality people to join our team. We offer a great atmosphere, competitive pay, a wide array of benefits, and many growth opportunities for our employees. Job Description: Customer Service Specialist The Customer Service Specialist is the primary liaison between callers, walk-ins and the hospital billing department. Customers may include patients, guarantors, insurance companies, providers and other departments. This position will field inquiries across a wide range of billing information for facility and professional claims billed by Bay Area Hospital. EXPECTATION FOR ALL EMPLOYEES Support the organization’s mission, vision and values by adhering to the behavioral standards of Bay Area Hospital. Comply with all laws and regulations affecting Bay Area Hospital. Be familiar with and adhere to the Code of Conduct and support the Bay Area Hospital Compliance Program. Effective communication skills and the ability work effectively with people from various backgrounds are critical. POSITION SUMMARY The Customer Service Specialist is the primary liaison between callers, walk-ins and the hospital billing department. Customers may include patients, guarantors, insurance companies, providers and other departments. This position will field inquiries across a wide range of billing information for facility and professional claims billed by Bay Area Hospital. PRINCIPLE DUTIES AND RESPONSIBILITIES (Essential job requirements listed in bold) Guides callers through established protocols and sequences of information gather and provides answers in a prompt, courteous and professional mannerQuickly and accurately updates information in the computer system databasesProvides follow through to callers by follow-up calls, assuring the caller is satisfied with information providedAssists patients/guarantors with claim status, payment, refund and payment option information Greets patients and visitors that present in person at the business officeServes a liaison between the patient, the billers, insurance representatives and third party vendorsProcesses credit balance accounts, as assignedSafeguards the confidentiality of patient’s protected health information in accordance with State and Federal (HIPAA) regulatory requirements, hospital and department policiesProvides financial assistance information and assists with application and processingProvides administrative & clerical support with various business office functions, including preparing bank deposits, reconciling agency reports, preparing payment/adjustment batches, incoming and outgoing mail and answering phonesEnsures compliance with established departmental and organizational policies and proceduresKeeps workspace in a neat and organized wayWorks in the spirit of cooperation with other staff members and managementPerforms other duties as assigned SKILLS AND ABILITIES (Essential job requirements listed in bold) Demonstrates the ability to use a personal computer, office equipment and various software programs applicable to the positionDemonstrates understanding of payer billing requirements and remittance advicesEffective and professional communication skills, both verbal and writtenExhibits the ability to maintain confidentiality, think and act independently with minimal supervisionAbility to use initiative and judgment skills in carrying out responsibilitiesOrganizational skills that promote the ability to work well without direct supervision, manage time effectively and appropriately prioritize multiple assignments to meet project deadlinesDemonstrates the ability to analyze and solve complex system problems, and ability to prioritize, manage and implement complex projectsEffective collaboration and communication with a variety of individuals, both internal and external, including multidisciplinary teamsEnsures recommendations support adherence to all federal, state and other regulatory requirements.Maintains regular, consistent and punctual attendance at the assigned job location EDUCATION/CERTIFICATIONS/LICENSES/DEGREES (Essential Job Requirements Listed In Bold) High school graduate or equivalent requiredAssociate’s or Bachelor’s degree preferredHealthcare, customer Service, change management, project management or process improvement certifications preferred EXPERIENCE (Essential job requirements listed in bold) Minimum of one year work experience in healthcare revenue cycleMinimum of two years’ work experience in healthcare revenue cycle, preferredPrevious customer service experience a plusExperience with Epic, Soarian, EDM, MS4, ADT, claims, MIRA, DSG, Experian, Craneware or other revenue cycle solutions software Hospital & physician billing experience Experience with PowerPoint, Word and Excel preferredExperience with 837i or 837p and HIPAA transaction sets such as CPT/HCPCS, revenue codes, ICD9 or ICD10, CARC or CAS codes preferred GENERAL INFORMATION Union Affiliation: UFCW The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and job skills required. Physical/Mental/Environmental Requirements Requires extensive sitting with periodic standing and walkingMay be required to lift up to 20 poundsRequires significant use of personal computer, phone and general office equipmentNeeds adequate visual acuity, ability to grasp and handle objectsNeeds ability to communicate effectively through reading, writing, and speaking in person or telephoneMay require off-site travel EXPECTATION FOR ALL EMPLOYEES Support the organization’s mission, vision and values by adhering to the behavioral standards of Bay Area Hospital. Comply with all laws and regulations affecting Bay Area Hospital. Be familiar with and adhere to the Code of Conduct and support the Bay Area Hospital Compliance Program. Effective communication skills and the ability work effectively with people from various backgrounds are critical. Physical/Mental/Environmental Requirements Requires extensive sitting with periodic standing and walkingMay be required to lift up to 20 poundsRequires significant use of personal computer, phone and general office equipmentNeeds adequate visual acuity, ability to grasp and handle objectsNeeds ability to communicate effectively through reading, writing, and speaking in person or telephoneMay require off-site travel Compensation Grade: UFCW Compensation Grade Profile: U042 Bay Area Hospital is an Equal Opportunity Employer. Anti-Retaliation Notice