Customer Service Rep
Franciscan Alliance - Indiana

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Responsible for responding to all incoming telephone account inquiries, in a positive manner in all situations, and recovery of self pay balances due. Responsible for processing, distributing or resolving all scanned correspondence and mail returns received and queued to Customer Service

Essential Job Results:

Responsible for answering all incoming telephone calls in a positive manner in all situations. All calls should be resolved to the callers satisfaction, however if the caller is not satisfied the call should be transferred to the Manager of Customer Service. If caller requests staff by name the call can be transferred.
Has specific working knowledge pertaining to self pay collection requirements, insuring a clear understanding of information required facilitating the collection of patient payments.
Insures Patient information is accurate and complete.
Conduct inquiries via phone, mail, fax, or walk-in to obtain payment on patient balances.
Facilitates collection of self pay balances.
Makes patient payment arrangements on self pay balances according to departmental self-pay policy guidelines.
Set up installment accounts in computer system for payment arrangements.
Screens patients for possible financial assistance and refers them to appropriate agency for assistance, aware of filing guidelines.
Screens patients for charity care; sends appropriate documents to complete process;
Responsible for processing (research and follow-up), distributing and/or filing all written correspondence and mail returns received by the Customer Service Department.
Process Bankruptcies, memo accounts; make adjustment and advises all necessary agencies of same.
Processes patient letter of concern regarding account information or request for documents in a timely and accurate manner.
Processes all other correspondence timely to ensure correct patient billing to patient
Process return mail according to procedure, notate account
Verify additional information received, update account in Affinity and generate re-bills as needed.
Communicates with patients and outside agencies regarding payment issues.
Responds appropriately and in a timely manner to the requests of patients, families, physicians, peers and others.
Sends itemized bills, charity applications, and other correspondence as requested from patient and payers.
Establish and maintain proficient level of system knowledge
Completes tasks and assignments in a timely manner. Utilizes time in a constructive manner. Able to act independently when necessary.
Utilizes supplies and resources of the organization in a cost-effective manner.
Documents repetitive issues for corrective action.
Maintains follow-up procedures and working relationships with area responsible for the information, including; Medical Records Department, Patient Access, and/or physicians.
Documents activity in an accurate and timely manner on the patient¿s account.
Maintains proficiency and level of knowledge with all systems required for task completion.
Ensures compliance with all state and federal billing regulations and reports any suspected compliance issues to your respective Manager/Supervisor and Education/QA Manager.
Works with supervision, management and the patient accounting staff to improve processes, increase accuracy, create efficiencies and achieve the overall goals of the department.
As requested, participates in general or special assignments.
Attends required training. Completes on-line training as assigned.
Attends meetings with payer representatives and/or vendors to address outstanding issues.

Education:

Required: High school graduate or equivalent
Preferred: Associate degree or PFS certification

Experience & Skills:

Required: Minimum of 2 years in Patient Accounting, specifically billing, collections, customer service, or cash application; Able to communicate clearly and professionally; possess strong organization and time management skills, and have excellent interpersonal, verbal, and written communication skills; extensive experience with computers, Patient Accounting / EDI/ Payer sites, and other peripheral systems in use on the CBO, office support programs, and normal office equipment (telephone, fax, copier, voice mail, etc)

Preferred: Working knowledge of Microsoft Office Applications, Medical and Managed Care Contract terminology, and demonstrated knowledge of Revenue Cycle procedures.

Benefits Statement

Franciscan Alliance offers a comprehensive set of employee benefits including: competitive salary, paid time off, health, dental, vision, life and disability insurance as well as tuition assistance and a savings and retirement plan.

EEO Statement

It is the policy of Franciscan Alliance, Inc. to provide equal employment to its employees and qualified applicants for employment regardless of race, color, sex, religion, national origin, veteran status, or physical or mental disability, or as otherwise required by an applicable local or state law. However, Franciscan Alliance, Inc. reserves a Right of Conscience objection in the event local or state ordinances violate its values and the free exercise of its religious rights. Franciscan Alliance, Inc. is committed to the principle of equal employment opportunity.

Franciscan Alliance - 11 months ago - save job - block
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