Revenue Cycle Customer Service Representative

Job Description

Duties and Responsibilities

Primary Job Functions:

Answers a high volume of calls each day to assist with billing and payment inquiries in a timely, responsive and efficient manner

Assists patients in the resolution of billing issues, which may include responding to complaints, requests, and/or make arrangements for payments, while remaining within the parameters of facility protocols

Communicates and collects outstanding balances

Verifies patient demographic and insurance information and enters changes into the billing system.

Works with Billing Department to ensure insurance information is accurately entered so claims are not denied.

Communicates billing or posting errors to the Supervisor

Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor

Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s)

May help research any claim issues

Identifies trends of customer service encounters and makes recommendations to the supervisor for resolutions of the issues

Collaborates with the company call center to provide appropriate call coverage and handling of calls in order to provide the best patient experience possible

Opening, sorting, delivering and scanning incoming correspondence

Processes all Returned Mail including contacting various resources for information

Assists with data entry

Other duties as assigned

Secondary Job Functions:

Attend meetings and training sessions

Maintain confidentiality of patient and financial information by utilizing HIPAA guidelines and regulations

Maintain knowledge and adhere to related governmental regulations and all policies set forth by Ohio Gastroenterology Group Inc and its related parties

Knowledge, Skills and Abilities

Knowledge of third-party payers and interpreting explanation of benefits (EOB’s)

Understanding of basic medical terminology and procedures

Proficient use of office equipment, such as copier and fax machine, phones, etc.

Knowledge of computers, data entry, e-mail, and the Internet

Strong attention to detail

Strong time management skills

Basic mathematical skills

Ability to process credit card transactions

Ability to work independently with minimal supervision

Exceptional written and verbal communication and interpersonal skills with a high degree of diplomacy and tact

Ability to effectively communicate with a variety of people under stressful circumstances

Neat appearance, professional demeanor and pleasant voice

Fluent in English

Credentials and Experience

Must have high school diploma or equivalent

One (1) year of customer experience in a healthcare setting preferred

Experience with eClinicalWorks a plus

Physical Demands

Must be able to bend over (frequent), climb stairs (frequent), sit (frequent), stand (frequent), stoop (frequent), walk (frequent) and type on keyboard (frequent).

Work Environment

Minimal medical office exposure that may require contact with adult patients

Office workstation environment with numerous employees

Full-time