Customer Service Specialist II

Position Summary

Follows established policies and procedures while performing a wide variety of individual tasks relating to customer service. Main function is to respond promptly to customer inquiries by telephone, electronically or face to face. Position is required to handle patient advocate calls. Responsible for Patient Account emails, along with Attorney letters.

Bad debt and 501 R letters

Avadyne, Collections and Risk Management Liaison

Patient disputes

Reports and spreadsheets

Demonstrates well developed telephone etiquette

Has adaptability

Have Initiative

Processes incoming correspondence to include bankruptcy notification

Familiar with Financial Assistance Process and communicate to patient

Passport, Price Estimator, IPayX, and Paynav

Other duties as assigned

Education

High School Diploma of Business - Preferred

Experience

2-3 Years Hospital Patient Accounts - Preferred

A minimum of one or two years of clerical experience utilizing knowledge of office procedures, organizational and computer skills is required. . Provides support to outside vendors.

Prior experience working in a medical setting and diverse population is desired

Prior customer service experience is preferred.

License & Certification

None Required

Core Job Functions

Resolves patient account problems in a positive manner within established timeframes. Provides feedback to the caller with established timeframes. Documents all actions taken.

Keeps abreast of Health System services in order to provide correct, current information. Refers callers to the appropriate party if unable to provide the information.

Assures there is proper authorization to release PHI (Personal Health Information). Provides patients with requested itemized bills within established timeframes.

Mails Financial Assistance applications in a timely manner. Correctly answers questions about the Financial Assistance Program. Assists patients in the completion of the application.