Customer Service Representative - Full Time
Patient Account Services - Palm Harbor - Palm Harbor, FL

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Work Location: Currently located in Palm Harbor, FL. Relocating to Largo, FL in April 2013

GENERAL SUMMARY OF DUTIES - Works with customers to address inquiries and concerns related to the

patient’s account.

Talk with customers by phone or in person to obtain information needed to complete tasks

Confer with other staff members to obtain additional information and clarification needed to resolve customer
• Reconcile accounts according to insurance contracts
• Review accounts for appeal requests and forward appropriately
• Review accounts for duplicate or charge errors, forwarding to audit if necessary
• Correct or add insurance information to bill account
• Encourage payment from patient through credit card, check or payment arrangement

Answer all inquiries from customers promptly (generally the same day received) whether the inquiries are via
telephone or mail
• Assist patient account inquiries by courteously supplying accurate and timely information, including bills

Follow all guidelines and policies for PAS employees, both general policies and those specific to customer
service activities
• Maintain a courteous and professional attitude with customers and coworkers
• Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”

Other duties as assigned
Communication - communicates clearly and concisely, verbally and in writing

Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by
consistently meeting and exceeding expectations
• Interpersonal skills - able to work effectively with other employees, patients and external parties
• PC skills - demonstrates proficiency in PC applications as required

Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and

Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate
properly, spell correctly and transcribe accurately
High school diploma or GED required
At least one year of customer service experience required
• Relevant education may substitute experience requirement
- Spanish speaking strongly preferred
PHYSICAL DEMANDS/WORKING CONDITIONS - Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Requires lifting papers or boxes up to 25 pounds occasionally. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.