Customer Service Rep
MedStar Georgetown University Hospital is a not-for-profit, acute-care teaching and research hospital with 609 beds located in Northwest Washington, DC Founded in the Jesuit principle of cura personalis caring for the whole personMedStar Georgetown is committed to offering a variety of innovative diagnostic and treatment options within a trusting and compassionate environment. MedStar Georgetowns centers of excellence include neurosciences, transplant, cancer and gastroenterology. Along with Magnet nurses, internationally recognized physicians, advanced research and cutting-edge technologies, MedStar Georgetowns healthcare professionals have a reputation for medical excellence and leadership. General Summary of Position: As the primary contact for all Hospital and GPG/CPN patients post service delivery, this individual must be able to quickly identify the nature of each inquiry (responsible for handling telephone inquiries, correspondence and walk-in customers). Inquiries are typically prompted by billing related concerns but can range in subject from questioning services and associated diagnoses to questions about directions to the facility to requests for consideration of discounts due to charity status. Often, the issues presented cannot be immediately resolved and require follow-up. The problems presented often require advanced analytical skills and highly developed communication/service delivery skills in order to successfully handle disgruntled and confused patients. Additionally, this individual must be adept at rapidly identifying the origin of the issue, Hospital vs. Physician, and within those two categories must distinguish between legacy and current receivables in order to research properly. These functions are performed in accordance with all applicable laws and regulations and MedStar Georgetown University Hospital's philosophy, policies, procedures and standards. Qualifications: High school/GED required. Associate's or Bachelor's degree strongly preferred. Three years of physician billing experience preferred and two years of customer service experience, preferably in the health care industry. Excellent oral and written communication skills. Advanced ability to handle challenging personalities and ability to diffuse confrontational situations. Comprehensive understanding of ICD-9, HCPCS and CPT coding. Knowledge of payers submission requirements. Receivables management experience. Able to work in a team oriented work environment. Computer literacy is a must, with experience in IDX and/or Invision strongly preferred. Proficient in use Microsoft office products. About MedStar HealthMedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, DC, region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.