Job Requirements:

Minimum Education
College coursework or degree preferred

Minimum Work Experience
Familiarity with medical billing/collections and healthcare insurance
Previous experience in a call center, switchboard or "dialer" environment preferred

Required Skills
Superior communication, organizational, and analytical skills
Strong attention to detail
Strong interpersonal and customer service skills
Ability to work in a fast-paced environment
Ability to comply with procedural guidelines and maintain confidentiality
Basic knowledge of insurance processing terminology
Demonstrated proficient with relevant hospital software applications, along with standard office equipment and PC software

Essential Functions:

Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. with the intent to resolve the caller's concern immediately.
Facilitates consistent and expedient account resolution
Responds promptly to patient inquiries regarding hospital billing procedures, policies, and statements
Utilize multiple resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence
Collects patient payments made over the counter, over the phone, and by mail on a daily basis; properly records all payment types and transactions
Responsibly uses the safe to deposit large bills and sums of money from the cash drawer
Directs patients in need to the appropriate resources (e.g., financial counseling).
Understands different payer regulations and communicate effectively with patients regarding their Explanation of Benefits.
Documents all patient accounts activities concisely, including future steps needed for resolution
Prepares written responses to patients and customers regarding account resolution and complaint recovery
Interacts effectively with other administrative departments and hospital service areas on a daily basis to recovery
Identifies barriers to efficient departmental operations and takes an active role in developing appropriate and effective solutions
Performs filing, data entry, scanning, and other duties as assigned

The above statements reflect the general duties considered necessary to describe the principal functions of the job as identified and should not be considered a detailed description of all the work requirements that may be inherent to the position.

Non-Essential Functions:

Performance is Satisfactory When
Call abandonment rate is consistently below 3%
Calls are answered within 30 seconds
Patient satisfaction scores meet or exceed goals set by organization

Reporting Relationships
Reports to: Patient Financial Services Supervisor
Supervises: N/A

Organizational Expectations:

Provides a positive and professional representation of the organization.

Promotes culture of safety for patients and employees through proper identification, reporting, documentation, and prevention.

Maintains hospital standards for a clean and quiet environment.

Maintains competency and knowledge of current standards of practice, trends, and developments in related scope of job role or practice.

Participates in ongoing quality improvement activities.

Maintains compliance with organization’s policies, as well as established practices, protocols, and procedures of the position, department, and applicable professional standards.

Complies with organizational and regulatory policies for handling confidential information.

Demonstrates excellent customer service through his/her attitude and actions, consistent with the standards contained in The Gritman Way.

Functional Demands:

Lifting: Occasional-maximum of 30 lbs. floor to waist, 1 x every 2 months. Frequent-None. Items Lifted-UB92 document boxes
Transfers: None
Push/Pull: None
Carry: Maximum of 5 lbs. 300+ yards. Example: binders
Fine Motor: High degree required for computer and writing skills
Computer: Computer work 95% of the day. Mouse 10%, data entry 90%. Phone with computer 15%
Standing: Up to 5 minutes at one time and 30 minutes in one day
Sitting: Up to 90 minutes at one time and 7.5 hours in one day
Kneeling, Crawling, Driving, Climbing: None
Stooping: Up to 2 minutes at one time and 15 minutes in one day