Customer Service​/TPL Representative

Customer Service / TPL Representative

Date:
Sep 28, 2026

Location:

Indianapolis, IN, US

Organization: HHC

Division:
Eskenazi Health Sub-Division:
Hospital

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.

Job Role

Summary:

The Customer Service/TPL Representative directly interacts with patients, family members, other guests and customers in a professional manner and achieves a high level of satisfaction with these individuals relative to address of their needs, concerns, questions, and resolution of account balances.

Essential Functions and Responsibilities:

• Proactively contributes to Eskenazi Health mission:
  Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County.
• Models Eskenazi Health values
• Stays current within profession as well as hospital/unit/department policies
• Complies with hospital policies and regulatory standards, including the Joint Commission, OSHA, Medicare, etc.
• Acts independently to resolve operational concerns, seeking guidance when necessary
• Directly interacts with patients, family members, third party payers, attorneys, other guests and customers in a professional manner and achieves a high level of satisfaction with these individuals relative to address of their needs, concerns, questions, and resolution of account balances.
• Updates system demographics, insurance information, patient issues/comments and responses to ensure a complete audit track within three working days
• Proactively responds to problem solving issues through interdepartmental/external department communications relative to system procedure errors, i.e. coding, registration and accounting issues.
• Ascertains that all accounts for callers and walk-ins are addressed by searching systems for multiple accounts, reviewing them with the customer and providing him or her with status information regarding each unresolved account.
• Provides management with information and documentation; assists patients with concerns related to registration, collection; documents trends, concerns, and issues.
• Answers phone calls within company guidelines, answers questions regarding patient accounting, and when necessary, routes callers to appropriate destination.
• Answers the phone in a maximum (3) rings
• Educates self-pay patients with options for account resolution and advises patients of potential bad debt status of account.
• Establishes payment arrangements for patients and communicates agreements; serves as a resource person to clinical departments for debt status of patients.
• Orders re-bills and obtains itemizations for patients and other customers as needed.
• Serves as liaison between medical and support staff regarding billing and collection issues and patients' medical information.
• Researches and reviews data to ensure accuracy of accounts and balances.
• Processes, receives, and balances payments while maintaining integrity of financial data presented for payment
• Initiates liens, amendments, and releases in a timely manner and as indicated for accounts analyzed, so as to properly record hospital liens with the State Recorders' office.
• Follows-up and works liability accounts (lien & LOP accts), by calling attorneys (or patients) and updating notes on accounts, taking the appropriate actions to resolve accounts or to move them along to the next step and resolution.
• Responsible for, or is back-up to:
  Appropriately recording liens with the State Recorders office on a weekly basis…