Patient Financial Customer Service Rep - 40 hrs/wk, Mon - Fri, Lincoln or Omaha

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Job description

JOB DESCRIPTION

Job Title: Patient Financial Services Customer Service Representative
Location: Lincoln or Omaha campus
Immediate Supervisor: Patient Financial Services Manager

Status: Hourly

JOB OVERVIEW

Responsible for providing the highest quality Customer Service by answering all in-bound calls and assisting Madonna walk-in patients and family members with questions regarding their account and financial obligation. Listens carefully to customers’ needs and concerns helping them make informed decisions for payment options, works collaboratively with internal and external customers to find the best solution to problems, while always projecting a mature problem solving attitude when dealing with interpersonal conflict, dissatisfied patients, and time demands. Responsible for assigned data entry projects and monitoring of payment plans for compliance. Work will be performed in an ethical and legal manner following organizational policies, processes, protocols and procedures . Responsible for quality service delivery and internal/external customer relations for Madonna as a whole, including upholding the mission and values for the department and facility.

ESSENTIAL FUNCTIONS

(INFORMATION)

1. Acquire and maintain current and complete knowledge of the accounts receivable system.
2. Answer inbound calls and assist walk-in customers.
3. Establish payment plans according to established guidelines.
4. Credit card processing.
5. Daily data entry of late charges, modifiers, collector ID’s, Pat Codes/final bill dates, Excel spreadsheet daily volume updates and mail/correspondence updates.
6. Demographic changes/updates.
7. New patient file auditing.
8. Departmental mail sort/dissemination.
9. Processing requests for itemized bills by Attorneys’, medical records requests and authorization update letters.
10. Monitors payment plans for compliance with policy, works the self pay collection reports and prepares accounts for bad debt listing.
11. Stock and maintain office equipment supplies, i.e. paper, toner daily/weekly as appropriate.
12. Responsible for ordering office supplies and stocking supply areas.

(PEOPLE)

1. Provide support to the department and organization by providing concise and clear information to patients/customers as it relates to their patient obligation and payment opportunities to ensure Customer satisfaction.
2. Collaborates with others both internally and externally to ensure that charge/billing information is timely and accurately data entered and error free.
3. Provides support to the department by assuming the filing responsibilities.
4. Provide backup for department staff when sick or on vacation to ensure efficient operation and quality of service.
5. Follows instruction from supervisor to perform other functions as assigned in order to meet the goals of the department and the organization.

(THINGS)

1. Operate telephone, computer, calculator, PC/printer and other office equipment necessary for the efficient operation of the department and Madonna.
2. Maintain and ensure a safe environment for the department. Handle and operate all necessary equipment and perform required duties according to established safety standards to maintain compliance with regulations and prevent injury.
3. Photocopying, scanning documents

QUALIFICATIONS

High school equivalency with one year related work experience in customer service, and data entry required. Strong skills in math, reading, spelling and the understanding of basic accounting principles is desired. Must be self motivated and demonstrate good organizational, problem solving and communication abilities. Ability to use PC with basic knowledge of Excel spreadsheet and Word processing, proficient use of 10 key calculator and ability to operate various office machines. Must have ability to work well in demanding situations and interact in positive manner with staff and public.

MADONNA IS AN EQUAL OPPORTUNITY EMPLOYER