Primary focus is timely response to patient telephone inquiries and correspondence received by the Customer Service Department. With job experience, able to perform and address patient issues in a more expeditious manner. Provide training to new employees, identify ongoing issues, and resolve with minimal external involvement.
Timely, professional, and accurate account review, analysis, and resolution of patient / other inquiries.
Identify, provide feedback and documentation for issues that detract from patient satisfaction.
Interact with other departments to devise strategies that will improve the quality of service and reduction of hand ' offs to an exception basis.
Knowledge of Third Party and self- pay regulations.
Documents each incoming telephone call and piece of mail for statistical purposes.
Update financial databases in IDX and Patcom for the purpose of accurately recording patient insurance information.
Knowledge of the refund process and Third Party coordination of benefits regulations.
Special projects as deemed appropriate by manager / director.
Generally, provide phone, correspondence, and research support to single entity.
Two years of Customer Service with effective job ratings and good references.
High School Diploma
Excellent written and oral communication skills.
Billing experience preferred.
Bilingual a plus.
Customer Service Orientated.
Ability to meet production goals as determined by manager
Working knowledge of all Patient Accounting policies and procedures.
High level understanding of Third Party payor regulations.
Excellent analytical skills, ability to spot trends.
Maintain the integrity of Professional Billing systems and practices
Ability to function as a team member as well as the ability to function independently.
Ability to interpret and implement changes in process.
Strong attention to detail.
Innovative in resolution, compliance with existing regulations.
Massachusetts General Hospital - 2 years ago