Customer Service Rep
Responds to customer inquiries regarding patient accounts and assists in resolving issues and concerns. Maintains professional and courteous behavior to ensure positive image within the community served and to promote customer satisfaction. Assists management with the training of new hires. As a call center representative, it is expected that each representative logs on to the Openscape phone system daily. Contributes to the achievement of performance KPIs related to caller wait time, abandonment rate and average talk time. Contributes to and works in a team environment. Demonstrates dependability, selfmanagement, initiative, creativity, and problem solving abilities to improve the quality and efficiency of the department. Qualifications EDUCATION: High school graduation or equivalent; knowledge of medical terminology and CPT/ICD-10 coding. EXPERIENCE: 3 years experience in patient accounting, customer serviceor related healthcare field, or an equivalent combination of experience and college education in Accounting, Finance or Healthcare Administration. LICENSE/CERT/REG: If bachelor degree, CRCS-I (Certified Revenue Cycle Specialist) within one year of hire preferred. If no bachelor degree, CRCS-I required within one year of hire. SKILLS: Detailed working knowledge and demonstrated proficiency in multiple payers application billing and/or collection process, with particular focus on billing specifications and contractual arrangements or multiple payers insurance verification and pre-certification guidelines. Basic working knowledge of UB04 and/or 1500 billing. Excellent communication, analytical, interpersonal and organizational skills. Proficient use of hospital registration and/or billing systems, and Microsoft Word and Excel software applications. Ability to type 35 wpm. Primary Duties and Responsibilities Answers and resolves patient/guarantor inquiries received, via telephone, regarding patient's accounts within established standards for abandoned calls, duration of calls taken per representative, and the amount of time that patient is held in queue, etc. Attends training sessions and workshops offered, to include but not limited to, CPAT Training, bulletin review, etc. Attends and successfully completes required Continuing Education Units (CEU) for the PFS Training Program. Completes annual mandatory training (SITEL) within defined time frame. Contributes to the achievement of established department and Patient Financial Services goals and objectives, and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations. Keeps abreast of regulatory and specific changes as it relates to UB04 and HCFA 1500 billing requirements and payer specific follow up. Maintains daily performance benchmark standards as it pertains to answering and resolving patient/guarantor inquiries. Maintains departmental QA standards within established error rate. Meets team specific benchmarks as it applies to interdepartmental issues, special handling, and response time to customers. Participates in PFS workgroups, staff meetings and work events. Performs other duties as assigned. Serves as a liaison between Patient Financial Services, patients, attorneys, etc., regarding patient accounts, charges, payment history, billing/registration errors, etc. Resolves problems and complaints, referring complex issues to Team Leader and/or Supervisor. Successfully conducts and completes new employee training. New hire should be within departmental standards within 6 weeks based on audit results. Updates electronic files to ensure proper documentation of inquiries and resolutions. 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.