Financial Customer Service Representative

About the role

Bargaining Unit: EA
Rate of Pay: $29.17/hour + DOE
Summary: Acts as customer service agent for health system billing.

Essential Duties And Responsibilities

• Complies with established departmental policies and procedures, objectives, quality assurance program, safety, environmental and infection control standards.
• Completes outbound and inbound calls to patients with balances to collect payment or set up payment arrangements.
• Maintains effective communication with hospital staff, physicians, physician’s offices, patient and/or families, insurance companies, and appropriate vendors.
• Utilizes computer system and its features.
• Utilizes call software to answer all incoming calls to hospital billing number.
• Affords assistance to patients with questions regarding insurance, billing, balances, and pricing.
• Maintains positive and can-do attitude in all interactions.
• Documents all patient interactions into EMR.
• Takes patient payments and applies to appropriate accounts.
• Answers patient financial questions from MyChart.
• Affords assistance in setting up MyChart account.
• Covers front desk when scheduled and affords assistance to walk-in patients with financial questions.
• Directs all visitors from front desk to appropriate area.
• Affords assistance in completing patient account resolutions, including ensuring timely follow-up from other areas.
• Works District returned mail for statements and final notices.
• Gathers patient complaints and escalates to Financial Counseling Coordinator as appropriate.
• Has the ability to speak to district pricing and answer questions without escalating.
• Affords assistance in training of staff as needed.
• Creates financial estimates for prospective patients.
• Completes quality checks as assigned.
• Utilizes interpreters services as needed.
• Verifies and routes e-mails to appropriate area from information message system.
• Sets up patient accounts on payment plans and sends letters to patients.
• Sends Financial Assistance applications.
• Reffers patients to Financial Counseling as needed.
• Maintains appropriate HFMA certification and ongoing education.
• Attends and participates in department approved training.
• Understands, supports, promotes, and adheres to the customer service philosophy and standards of the Tahoe Forest Hospital District.
• Demonstrates System Values in performance and behavior.
• Complies with System policies and procedures.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Supervisory Responsibilities: No supervisory responsibilities.
• Minimum Education/Experience: Associate's Degree or equivalent from two-year college or technical school or 6 months to 1 year relevant experience Required.
• Licenses/Certifications: Healthcare Financial Management Association (HFMA): Certified Revenue Cycle Representative (CRCR) - Within 1 year of hire into job
• Other Experience/Qualifications: Required: Strong aptitude with Microsoft Access Preferred: Bilingual candidates One to two years’ experience working with public and experience in patient registration and/or hospital patient accounting office