Revenue Cycle Customer Service Representative

Duties and Responsibilities

• Answers a high volume of calls each day to assist with billing and payment inquiries in a timely, responsive and efficient manner

• Assists patients in the resolution of billing issues, which may include responding to complaints, requests, and/or make arrangements for payments, while remaining within the parameters of facility protocols

• Communicates and collects outstanding balances

• Verifies patient demographic and insurance information and enters changes into the billing system.

• Works with Billing Department to ensure insurance information is accurately entered so claims are not denied.

• Communicates billing or posting errors to the Supervisor

• Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor

• Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s)

• May help research any claim issues

• Identifies trends of customer service encounters and makes recommendations to the supervisor for resolutions of the issues

• Collaborates with the company call center to provide appropriate call coverage and handling of calls in order to provide the best patient experience possible

• Opening, sorting, delivering and scanning incoming correspondence

• Processes all Returned Mail including contacting various resources for information

• Assists with data entry

• Other duties as assigned

Secondary Job Functions

• Attend meetings and training sessions

• Maintain confidentiality of patient and financial information by utilizing HIPAA guidelines and regulations

• Maintain knowledge and adhere to related governmental regulations and all policies set forth by Ohio Gastroenterology Group Inc and its related parties

Knowledge, Skills and Abilities

• Knowledge of third-party payers and interpreting explanation of benefits (EOB’s)

• Understanding of basic medical terminology and procedures

• Proficient use of office equipment, such as copier and fax machine, phones, etc.

• Knowledge of computers, data entry, e-mail, and the Internet

• Strong attention to detail

• Strong time management skills

• Basic mathematical skills

• Ability to process credit card transactions

• Ability to work independently with minimal supervision

• Exceptional written and verbal communication and interpersonal skills with a high degree of diplomacy and tact

• Ability to effectively communicate with a variety of people under stressful circumstances

• Neat appearance, professional demeanor and pleasant voice

• Fluent in English

Credentials and Experience

• Must have high school diploma or equivalent

• One (1) year of customer experience in a healthcare setting preferred

• Experience with eClinicalWorks a plus

Physical Demands

• Must be able to bend over (frequent), climb stairs (frequent), sit (frequent), stand (frequent), stoop (frequent), walk (frequent) and type on keyboard (frequent).

Work Environment

• Minimal medical office exposure that may require contact with adult patients

• Office workstation environment with numerous employees

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.