Customer Service Support Rep

Description
4p-12:30a; eligible for shift premium!
Entry Requirements
Associates Degree preferred or two years experience in a healthcare, financial or customer service setting. Preference given to a degree in finance, business, and/or healthcare.
Medical Terminology required or successful completion of medical terminology course in the probationary period. Failure to complete medical terminology will result in termination of employment.
Intermediate computer skills required including Microsoft Office experience. Must have knowledge and ability to learn, access and utilize relevant computer programs within 180 days of hire.
Above average oral and written communication skills needed. The ability to succeed in a minimally supervised work situation and utilize proven decision making skills.
Intermediate Math Skills Are Required.
The applicant must have a current knowledge of third-party payer reimbursements.
Applicant must be able to meet quality standards and competency requirements within 180 days of hire.
ORGANIZATION
Under the general supervision of the System Patient Financial Services Manager and Senior Educator/Coordinator.
Applicants will have daily contact and interaction with other departments within Munson Healthcare and other internal/external customers.
Working relations with all ancillary departments and co-workers.
AGE OF PATIENTS SERVED
X No direct clinical contact with patients
SPECIFIC DUTIES

• Dictates and sends collection letters as required. Handles problem patient correspondence.
• Handles questions from patients or interested persons concerning insurance, credit, or other problems relating to the hospital.
• Interviews in person or by phone, patients and relatives requesting payment arrangements or assistance.
• Performs any other clerical duties relating to this job as directed by the Office Coordinator(s), Manager(s), or Director.
• Promotes personal and patient safety.
• Interviews prospective charity recipients and determines eligibility records bad debt payments and provides information for collection agencies, in order to facilitate collection.
• Files claim with Probate Court against deceased patient’s estate.
• Has basic understanding of Relationship Based Care (RBC) principles, meets expectations outlined in Commitment To My Co-workers, and supports RBC unit action plans.
• Works daily and weekly reports. Works delinquent payment plans.
• Performs other duties and responsibilities as assigned.
• Handles incoming collection calls.
• Uses effective customer service/interpersonal skills at all times.
• Is required to meet minimum quality and productivity scores as defined by management.
• Assists with Munson Healthcare Affiliate accounts: posts notes, bills insurance, receives payment, coordinates refunds, and makes collection calls. Refers uncollectables to the collection agency.
• Embraces and supports the Performance Improvement philosophy of Munson Healthcare.
• Resolves problems regarding insurance, lack of information, and provides financial assistance as required. Takes payments and makes payment arrangements on any unpaid balances.
• Makes collection telephone calls.
• Works well under general guidance.
• Supports the Mission, Vision and Values of Munson Healthcare
• Ability to handle a frequent demand of shifting priorities and deadlines with a broader scope of complexity.
• Responsible for data accuracy and input on Star.
• Maintains the confidentiality of all information exposed to while an employee of Munson Medical Center.
• Verifies insurance benefits on problem accounts.