Customer Service Phone Rep

All employees are expected to be knowledgeable and compliant with Palmetto Health’s values of compassion, dignity, excellence, integrity and teamwork. In addition, this job is also responsible for credit balance resolution and customer service functions of patient accounts. Maintain current knowledge of institutional/departmental policies, third party payer regulations and all regulatory billing requirements, and standard institutional and physician billing forms and processed. Communicates with third party payers, patients, and hospital departments for timely resolution of; outstanding accounts receivable, patient billing

issues, and credit balance resolution.

All team members are expected to be knowledgeable and compliant with Palmetto Health’s values of

compassion, dignity, excellence, integrity, and teamwork.

Responsibilities:

JOB KNOWLEDGE: Must follow departmental procedures and processes. Must be technically competent in all aspects of customer service – able to answer all patient concerns completely and in a timely manner. Must

utilize computer systems to full potential including being responsible for learning new computer techniques and programs as they become available. Adheres to established guidelines.

PRODUCTIVITY: Must meet daily performance goals. All calls should be answered by the second ring, the average answer speed should be no more than ten seconds, and the average abandon times should be less than thirty seconds. Actively contributes to department goals. Effectively utilizes time and resources, assisting coworkers as time allows. Must be dependable.

QUALITY OF WORK: Receive and answer patient telephone and written inquiries. Able to fully explain account payment and settlement process to patient and third party payers. Responsible for setting up payments

arrangements. Clearly documents all patient telephone calls and billing information. Prepares appropriate adjustments and resolution procedures for third party claims with incorrect account balances. Receive, balance and distribute all payments received by the department or patients to the Cash Posting Team.

PLANNING AND ORGANIZATION: Work area is to be kept neat, orderly and tidy. Responsible for daily time management, task management and completion. Must be able to effectively plan, organize, and execute position responsibilities.

SERVICE AND SATISFACTION: Must demonstrate commitment to achieving superior customer satisfaction.

Greet and assist patients. Answer all patient concerns completely and knowledgeably in a timely manner. Clearly communicate billing and posting issues to supervisor/team leader. Maintain positive, cooperative demeanor and attitude at all times.

POLICIES AND PROCEDURES: All policies and procedures will be strictly adhered to. HIPAA, security, dress code, etc. will be conscientiously followed. Understands, promotes, and adheres to all matters of compliance with laws and regulations. Demonstrates the highest of business ethics and good judgment with integrity.

ATTENDANCE: Regularity and punctuality in reporting to work and returning from breaks is expected. Regular meeting attendance and participation is required.

Requirements:

Education: High school diploma with three years related experience; Associates degree in business with a minimum of one year experience in a healthcare business office preferred.

Experience: Prefer at least 1 year of patient accounts experience.

Special Training: Must have excellent communication and organizational skills; must be a team player and have computer experience; 10 key calculator; knowledge of ICD9, CPT and HCPCS coding; must be able to think analytically.

EEO/AA

Minorities/Females/Disabled/Veterans