Customer Service Representative

Description

The Customer Service Representative is responsible for assisting patients with all questions or issues using exceptional interpersonal and decision-making skills. All valid bill complaints or grievances are to be recorded in the “Risk” system when the complaint is received. All questions or issues will be properly handled to ensure they are resolved to the patient’s satisfaction. This position communicates with patients, and patient family members to resolve obstacles preventing account resolution and obtain payment.

The Customer Service Representative will communicate in a compassionate and professional manner with patients, patient’s family members, physicians, and other hospital staff.

Responsible for keeping the financial assistance team and the Customer Service Supervisor informed of all matters with regard to self-pay claims and HDC eligibility. Position is responsible for other duties as assigned by the Customer Service Supervisor, Revenue Cycle Director and/or CFO.

• Assists patients either over the telephone or in person with questions or issues related to the revenue cycle.
• Must have the ability to identify patient needs and problem-solve to their satisfaction
• Explains deductibles, co-insurance, and discounts to patients either in person or over the telephone
• Educates patients on the financial policies of the hospital and directs them to appropriate resources as necessary
• Communicates with AR Services and A1 Collection Agency to answer questions and resolve accounts
• Processes account credit balances for patients and insurance companies by researching, preparing supporting documentation, and submitting them to the PFS Supervisor for approval
• Maintains accurate account information at all times by documenting all actions taken to resolve the account in Risk and patient account note entry

Compensation: $20.84 - $25.00/hr, depending on experience.

Your total compensation goes beyond the number on your paycheck. Gunnison Valley Health provides generous leave, health plans and retirement contributions that add to your bottom line.

Occasionally (0-33%) - Standing, change position, reaching, reach across midline, crouching/squatting, stooping, stairs, lifting (0-20 lbs), carrying (0-20 lbs) pushing/pulling (20-50 lbs)

Frequently (34 – 66%) - Walking, sitting, handling, pinching

Continuously (37
-100%) See with corrective eyewear, hear clearly with assistance

Shift - Day

Schedule - Weekdays

Status - FT

There is no Final date to receive applications for this position; we are accepting applications on an ongoing basis until a finalist is selected.

Benefits Eligibility:
Medical, dental, vision, health care FSA, dependent care FSA, and Lifestyle Spending Account. All active employees working 40 or more hours per pay period in a Full Time or Part Time position are eligible for benefits on the first of the month after hire. Limited to no benefits available to PRN employees working less than 30 hrs per pay period.

Short-term and long-term disability:
All active employees working 60 or more hours per pay period are eligible for benefits on the first of the month after hire date.

Education:

Must possess a high school diploma or equivalent. Bachelor’s degree is preferred. Spanish speaking is a plus, but not required.

Experience:

Ability to audit and review information for accuracy. Requires ability to work cooperatively with other employees, other departments and the public. Ability to prioritize work and meet deadlines is required. Ability to handle multiple tasks simultaneously and concentrate in a busy environment is required. Ability to use common computer system and business software is necessary. Bilingual English and Spanish is an added bonus, but is not required.

• Team Player:
  Works well as a member of a group
• Enthusiastic:
  Shows intense and eager enjoyment and interest
• Detail Oriented:
  Capable of carrying out a given task with all details necessary to get the task done well
• Ability to Make an Impact:
  Inspired to perform well by the ability to contribute to the success of a project or the organization
• Growth Opportunities:
  Inspired to perform well by the chance to take on more responsibility
• Goal Completion:
  Inspired to perform well by the completion of tasks

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.