Job Details

Position Title: Customer Service Representative

General Summary: The Customer Service Analyst will be responsible for customer service inbound and outbound calls. Documentation within the Business Services Center with our patients.

Essential Duties:

1. Ensure quality and customer service standards are achieved with every contact, every time.
2. Understanding of the revenue cycle and the responsibility and goals of each area and how they impact the revenue cycle.
3. Outbound calling to patients regarding bills.
4. Customer service inbound calls, resolving patient issues.
5. Setting up payment plans based on set guidelines.
6. Documents all necessary elements; reason for call, and action taken in the electronic medical record per patient revenue management policy.
7. Apply corrections to patient demographics, charges, adjustments and payments or when needed forwards to the appropriate department for correction.
8. Identify and provide communication and education on trends identified.
9. Demonstrates working knowledge of all appropriate billing forms, UB04, 1500 or state specified forms.
10. Working knowledge of federal, state, local and intermediary specific billing requirements to ensure appropriate follow-up is completed and/or notifies appropriate person of missing or incomplete requirements.
11. Maintains knowledge of methods of billing, laws, or hospital rules related to patient revenue including but not limited to TCPA, 501R, and FDCPA.
12. Identifies and communicates to immediate supervisor any issues and provides necessary documentation to provide education to the appropriate department.
13. Work Independently.
14. Organizes work/resources to accomplish objectives and meet deadlines.
15. Maintains a professional image and provides excellent customer service.
16. Attends department meetings and education sessions.
17. Meets/exceeds performance expectations within required timeframes.
18. Practices and adheres to the "Code of Conduct" philosophy and Mission and Values statement.
19. Supports special projects as requested.
20. Adheres to all Beaumont Health Business Services Policies and Procedures.
21. Performs other duties as assigned.
    
    Standard Qualifications
    

• High School Diploma or GED required.
• Must be detail oriented.
• Strong organizational skills.
• Good communication skills.

Other Qualifications:

• Communication - communicates clearly and concisely, verbally and in writing.
• Customer orientation - established and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
• Interpersonal skills - able to work effectively with other employees, patients and external parties.
• PC skills - demonstrated proficiency in Microsoft Office applications and others as required.
• Policies and Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems.
• Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.
• Technology skills - requires knowledge of computer systems, operating systems, networks and common software packages available to support database and spreadsheet applications. General knowledge of relevant system support and troubleshooting.