CO Customer Service Representative II

Johns Hopkins University
White Marsh, MD
Mar 15, 2017
Mar 21, 2017
Customer Service
Full Time
**full-time position with Physicians Billing Service; 40 hours per week; flexible working schedule to include some weekends and evenings may be required; Monday - Friday** Responsible for handling all incoming calls, or written correspondence, from patients, third parties, Clinical Departments of JHU and other areas internal and external of Johns Hopkins Medicine. May require work on a predictive dialer system, contacting patients regarding balances due on accounts. Will be expected to resolve various types of issues and problems relating to patient accounts in a timely and accurate manner. Strict confidentiality of patient information including charges, treatment plans and diagnoses will be maintained. + Accurately resolve simple and complex account issues with the ability to understand and follow JHU policies, procedures and work rules. + Identify key issues and take appropriate follow-up action to resolve account issues and ensure proper payment is received. + Obtain relevant information to respond to difficult patient and third party inquiries and assist departments in their collection efforts. + Appropriately utilize third party websites to verify patient eligibility and resolve patient accounts. + Process simple payment posting by moving monies and identifying patient credit balances and interpreting Explanation of Benefits (EOB). + Proficiency in process of initiating, recalling and rebilling accounts from collection agency. + Use relevant functions of IDX billing and various patient centric computer systems proficiently. + Proactively seek to assist clients without being prompted. + Meet daily productivity goals as established by department. + Provide adequate advanced notice of absences whenever possible so that proper patient centric staffing can be maintained. + Utilize online resources to facilitate efficient claims processing. + Use relevant functions of (IDX) and (EPIC) billing systems. + Responsible for handling all incoming calls and/or written correspondence from patients, third parties, clinical departments and other internal/external areas within Johns Hopkins Medicine by utilizing problem solving and critical thinking skills. (Magic; Monthly Audits of Work - Bills, Correspondence, Data Entries) + Use appropriate time management skills to resolve patient accounts in a timely and accurate manner. + Assist in the training of staff in Billing procedures and regulations. Perform other duties as required. **Qualifications** High School Diploma or GED. Two years of medical billing experience in a specialty area; or two years of experience in customer service; or a combined two years of medical billing experience and customer service experience. Additional education may substitute for required experience, to the extent permitted by the JHU equivalency formula. Excellent customer service and verbal communication skills. Good organizational, time management and follow-up skills. Thorough understanding of medical billing and experience using the IDX Billing System. Must possess excellent communication and customer service skills with the ability to work well in a high volume environment. Able to lift minimum weight, 10 lbs. **JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.** **Preferred Qualifications** Knowledge of IDX billing system. Knowledge of PCs and the ability to operate standard office equipment, such as copier, fax and 10 key calculator. **Job ID:** 312297 **Location:** White Marsh,Maryland

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