Customer Service Representative - PBO

Position Objective

PBO Customer Service Representative (PCS) is responsible for assisting customers resolve billing concerns and outstanding self‑pay and bad debt balances for services billed by Luminis Health Professional Business Office. PCS explains insurance and self‑pay liability and assists customers in finding solutions to pay their balances by collecting money over the phone, establishing payment plans, acting as a liaison for accounts in bad debt, and determining eligibility for state/local programs including Luminis Health medical financial assistance programs.

PCS follows best practice collection techniques while providing the customer an exceptional customer service experience.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer and document incoming customer calls, confer with outbound calls to ensure customer issues are fully resolved in a timely manner. Provide and document customer’s updates in progress to resolve concerns and realistic time frames to complete.
• Explain questions related to billing, refunds, insurance plan adjudicated benefits, self‑pay and bad debt balances.
• Work as a liaison with internal billing units and bad debt vendors to resolve concerns, errors and/or recall bad debt placements. Update bankruptcy information, perform self‑pay adjustments according to policy.
• Verify and update patient and guarantor demographic, health insurance coverage and account status information into the billing system.
• Guide patients/guarantors in applying for Medical Financial Assistance. Determine eligibility for assistance, process application and update balance according to policy.
• Assist patients with applying for state or federal medical financial assistance.
• Collect pre‑service payment and self‑pay balances and/or establish payment plan arrangements per policy.
• Properly manage self‑pay and bad debt collection work queues to reduce self‑pay accounts receivable and avoid bad debt write‑off.
• Update statement holds, monitor statement processing, demand print and mail statements or itemized bills on request.
• Perform other duties as assigned.

• High School Diploma or equivalent (GED) is required.
• Three years’ experience in the health care industry preferred.
• Knowledge of the principles of accounting and financial analysis.
• Working knowledge of full scope revenue cycle management process; from encounter/claim creation, follow up, guarantor statement cycle required.
• Experience working with EPIC modules highly preferred.
• Experience operating multi‑line phone system, fax machines, photocopiers, PCs, and credit card machines.
• Must demonstrate a professional and courteous disposition and an ability to communicate well.
• Exceptional customer service skills required, prior customer service experience preferred.

There is a reasonable expectation that employees in this position will not be exposed to blood‑borne pathogens.

Physical Demands – Light Duty.

The physical demands and work environment described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.

$17.50—$26 USD

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1,000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full‑time employees
• Wellness Programs
• Employee Assistance Programs and more
• Benefit offerings based on employment status

Luminis Health's two‑way SMS texting platform lets you receive notifications and messages from our Talent Acquisition team directly on your phone. To enable this feature, select "yes" when asked to "opt‑in to receive text messages" and to "Receive updates from a recruiter about this job via SMS" when completing your application. Once you are opted in, you can easily opt‑out at any time.

Standard text messaging rates may apply based on the candidate's mobile carrier plan. Luminis Health is not responsible for any charges incurred by the recipient. Candidates are encouraged to review their mobile carrier's plan for applicable text messaging rates and usage charges.