Patient Accounts Customer Service Representative

Description
Carson City, NV | Full Time
About Carson Tahoe Health
CTH is a not-for-profit healthcare system with 240 licensed acute care beds, fully accredited by the Center for Improvement in Healthcare Quality (CIHQ). CTH was voted 5 th most beautiful hospital in the nation nestled among the foothills of the Sierra Nevada in North Carson City and only a short drive away from world-famous Lake Tahoe & Reno. We serve a population of over 250,000 and feature two hospitals, two urgent cares, an emergent care center, outpatient services and a provider network with 19 regional locations.
Summary
The Customer Service Representative serves as the hospital’s primary contact for all patient billing inquiries. Acts as a liaison between Carson Tahoe Regional Healthcare and patients, providers, and payers for all post-care matters related to account resolution. Provides information regarding hospital billing practices, policies, and patient billing statements. Assists patients in understanding billing statements to ensure swift resolution of outstanding balances. Fulfills the organization’s mission of care and service by providing superior customer service to the patient community. Complies with State & Federal regulations with regard to billing & collections.
Responsibilities

• Interacts effectively with other departments on a daily basis to facilitate patient account resolution.
• Processes Charity applications in a timely manner and according to policy.
• Prepares written responses to patient and customers regarding account resolution and customer service recovery.
• Performs other related duties as assigned. '
• Makes outbound phone calls to patients to collect or make arrangements for payment of outstanding balances.
• Identifies barriers to efficient departmental operations and takes an active role in developing effective solutions.
• Accurately adds/updates patient demographic and insurance data.
• Responds promptly to patient inquiries regarding hospital billing procedures, policies, and statements.
• Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. within a specific response-to-call time-frame and with the intent to resolve the caller’s concern immediately.
• Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB).
• Documents all patient accounts activities concisely, including future steps needed for resolution.
• Follows scripts as provided by the Customer Service Supervisor to facilitate consistent and expedient account resolution.
• Collects patient payments and follows levels of authority for posting adjustments, refunds, and contractual allowances.
• Processes incoming mail in a timely manner (24 hours)

Qualifications

• Required o High school diploma (or equivalent) o 1 year experience in a physician office or hospital setting o 1 year experience with medical billing/collection and healthcare insurance o 1 year experience with Microsoft Office (Outlook, Word, Excel) Preferred o Knowledge of medical terminology, anatomy/physiology o Previous experience in a call center o Bilingual-Spanish o Proficient with standard office equipment and PC software

Top 5 Reasons to Live in Carson City, Nevada

• Family friendly atmosphere with affordable housing & excellent school system
• Live, work and play in one of the most beautiful regions in the world
• Enjoy an array of outdoor activities world class skiing, golf, camping, mountain biking, hiking, water skiing, kayaking, hunting and fishing
• We are minutes from Reno known as the 'biggest little city in the world' - Fine dining, nightlife, shopping and home to the University of Nevada Reno.
• Just next door is Beautiful Lake Tahoe

Our Benefits

• No State Income Tax
• Base Wage Increases for Relevant Advanced Degrees
• 100% Vested 401K & Roth with Company Contribution
• Free Calm App Subscription
• Referral Bonuses
• Tuition Reimbursement
• On Site Education & Certification Programs
• Paid Time Off, Mental Health, and Volunteer Days
• Medical, Dental, Vision, FSA, Telehealth