Customer Service Rep

Job Summary
:

Under the direction of the Customer Service Supervisor and the Director of Patient Accounting, the Customer Service Representative I is responsible for a variety of billing functions to minimize accounts receivable and enhance collection performance. Job duties include but are not limited to assisting customers in person or by telephone to resolve issues and questions associated with their account balances; accepting, keying and balancing daily receipts;

and working with external resources to resolve payment and collection issues.

• Commits to one hundred percent (100%) patient and customer satisfaction by always exhibiting a courteous and helpful manner during interactions with others, including patients, families, visitors, physicians and co‑workers.
• Maintains a general, overall working knowledge of the department’s mission thereby having the ability to provide basic service and support to others, including patients, families, visitors, physicians and co‑workers. Recognizes when others are in need of assistance and consistently offers to help when own workload permits.
• Fully knowledgeable of the comprehensive revenue cycle policies and procedural flow, and able to apply this knowledge to all situations.

• Accurately and efficiently processes all receipts and transactions on a daily basis including but not limited to processing and keying insurance payor remittances, self‑pay payments, adjustments and refunds; ensures that cash is reconciled and cash drawer is balanced on a daily basis.
• Responds to patient questions, inquiries and complaints as needed and documents information on account to ensure that account history is maintained.
• Secures and witnesses all required signatures according to internal policy and regulation as applicable including Release of Information, Financial Assistance Application, Financial Agreement and other attestations as applicable; appropriately documents all activities to account to ensure that account history is maintained.
• Ensures that all self‑pay balances are paid within the guidelines set forth in the JCMH collection policy; appropriately documents all activities on account to ensure that account history is maintained; communicates with both internal and external parties to ensure that they have been notified of payments, changes or issues regarding accounts.
• Scans and/or files all documents related to a patient/guarantor’s account on a daily basis and documents on account as appropriate to ensure that documents can be located at a future date.
• Processes both incoming departmental mail and outgoing hospital mail in an accurate and efficient manner on a daily basis; routes insurance payor bulletins/notifications to appropriate parties via electronic or paper format on a daily basis.
• Answers all incoming departmental calls in a professional and timely manner while assisting caller in determining the proper office or person with whom they wish to talk and then routing call appropriately.
• Maintains knowledge of HMO, PPO, Workers’ Compensation, Medicare, Medicaid and other insurance requirements to ensure Jackson County Memorial Hospital does not take unnecessary losses or cause the patient to pay unnecessary penalties; reviews online and paper‑based insurance and legal resources to ensure that receipts, adjustments and refunds are applied correctly.
• Maintains overall working knowledge of the Meditech B/AR module application to ensure Customer Service area processes are completed in the most efficient manner.
• Interacts with external and internal resources using oral and written correspondence to resolve problems and ensure that office procedures are working accurately and efficiently.
• Prepares Customer Service area reports/logs on a daily, weekly, monthly or “as needed” basis to ensure that the Customer Service Supervisor, Director of Patient Accounting, Controller and hospital management are well informed.
• Keeps Customer Service Supervisor and Director of Patient Accounting informed of work activities, needs and problems.

• Wears…