Job Description
Primary Objective
This position is responsible for answering incoming patient calls to the Business Office to review/resolve any patient concerns regarding billing.
Essential Functions
Answer incoming calls to the Business Office with urgency and professionalism
Assisting patients questions they may have on their balances, or transfer to correct location/take message
Research accounts thoroughly regarding patient concerns communicating thru various channels (in basket messaging, via Epic, or email) for response/resolution regarding issue.
Manage accounts receivable, accepting and processing payments from patients
Keep accurate, detailed records of customer interactions and transactions recording details of inquiries, complaints and comments as well as actions taken
Assigned work queues to resolve issues with account (Duplicate charges, merging accounts, credits, returned mail and bankruptcy)
Ability to meet the physical and mental demands of the position
The ability to work on-site
Predictable, reliable, and prompt attendance
Skills and Abilities
Ability to interpret an Explanation of Benefits
Ability to communicate professionally (written and verbal)
Core Competencies
Communication
Multi-tasking & Adaptability
Attention to detail
Follow-up
Stress tolerance
Decision making
Training Period
Representative will shadow a current employee for a week. After completion of shadowing, they will work independently within an address return work queue that provides the representative with knowledge of where to locate pertinent information needed when a patient calls. The representative will work this que (asking questions when needed) for several days. After this time the representative will be accepting patient calls with the employee that she/he shadowed to refer questions to for a week
Accountability
Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.
This position is a front-line contact for patient’s contacting the Business Office, ensuring the patients are addressed in a courteous and helpful manner.
Education
High School Diploma is required
Experience
2—4 years of healthcare experience is required
Experience with Epic EMR preferred
Work Environment
The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position entails answering a high volume of calls, which involves sitting for extended periods of time. The representative will be using a computer, along with printing, faxing and e-mailing to patients and coworkers.
Supervisory Responsibilities
The Patient Services Representative reports to the Business Office Coordinator. This position has no supervising responsibilities.
Position Type and Expected Hours of Work
This is a full-time, nonexempt position. The schedule for the position is Monday - Friday, 8am - 5pm.
Physical and Mental Requirements
The physical and mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands:
This is a largely sedentary role in which the employee is regularly required to sit, talk, or hear.
Mental Demands:
The ability to make quick decisons
The ability to use discretion and sensitivity when speaking to patients
The ability to interpret data
The ability to work under pressure and thrive in a fast-paced environment
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to ad or change the essential job functions of this position at any time without notice.
A Typical Day in the Position
The Business Office Representative is responsible for answering incoming calls to the Business Office. This involves assisting patients with questions they have regarding their balances, entering insurance information, and researching accounts with account documentation. The position also answers calls from other CEENTA locations regarding insurance entry and patient questions. Business Office Representatives review emails and faxes received from internal and external sources with appropriate resolution and account documentation.
I,, have read and understand the information provided in this job description. Based on the job description above, I furthermore agree that I am fully capable of fulfilling the essential job functions as detailed above, without any accommodations.
Signature Date
Equal Employment Opportunity Statement
The Company bases all applicant and employee employment decisions without regard to race, creed, color, religion, age, gender identity or expression, sexual orientation, pregnancy, genetic information, national origin, sex, uniform service, veteran status, protected disability, and any other category protected under federal or state law. This policy of equal employment opportunity applies to all policies and procedures relating to employment including, but not limited to recruitment, placement, employee training and development, promotion, benefits, compensation, leaves of absence, position elimination, layoff, recall, termination, and all other terms and conditions of employment. The Company opposes racial injustice and racial inequality. We strive to provide a diverse workplace wherever employee’s background and experiences are important and bring value to us as an organization. Employees should bring any violations of this policy to the attention of Human Resources.
The South Carolina Pregnancy Accommodation Act protects individuals from employment discrimination for medical needs arising from pregnancy, childbirth or related medical conditions. The Act, which amended the South Carolina Human Affairs Law, also requires that employers provide reasonable accommodations for medical needs arising from pregnancy, childbirth or related medical conditions. Should you have any questions, please contact Human Resources.
Accessibility Accommodation Statement Charlotte Eye, Ear, Nose and Throat Associates is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is the Company’s policy not to discriminate against any qualified employee or applicant with regard to any terms or conditions of employment on the basis of such an individual’s disability. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact .
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