PFS Customer Service Rep

Overview

• Customer Service Representative, Patient Accounts, Days, 64 Hrs/2wks
• Location:
  
  Marcy Care Bldg;
  Janesville, WI

This role involves managing both inbound and outbound calls in a fast-paced call center environment. The customer service representative will interact with Mercyhealth's internal and external customers, including patients, guarantors, estate representatives, attorneys, clinicians, third-party payers, collection agencies, and Mercyhealth employees. They will address inquiries about medical accounts and work towards resolving outstanding balances promptly, aiming to collect patient balances before referring them to an external agency.

The representative will be knowledgeable about all revenue cycle processes, from registration to billing and collections. Additionally, they will assist patients and their families with financial assistance applications and provide information on various resources for obtaining healthcare coverage.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• In-depth knowledge of all applications used by Patient Financial Service partners such as:
  Epic, Retired Epic, Matrix, Kronos, Microsoft Outlook, Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport One Source, Paytrace, Forward Health, etc.
• Fluent and knowledgeable on EPIC Guarantor based billing.
• Take customer calls in a fast-paced environment with the ability to think quickly and provide accurate answers to their inquiries and concerns.
• De-escalate situations involving dissatisfied customers offering assistance and support.
• Assist walk-in patients with billing inquiries.
• Guide callers through troubleshooting MyChart including generating activation codes and password reset of Guest pay accounts.
• Work closely with pre-collect and bad-debt vendors to resolve patient inquiries in an efficient and accurate manner.
• Researches and performs audits on patient accounts to determine where balances are due, from third party payers or patient responsibility.
• Understand statement cycles, the bad-debt process and collection practices.
• Has in-depth knowledge of community-based, state or federal government programs to provide assistance to patients who have no ability to pay for their health care needs. Screens patients and provides assistance with completion of the application process for the financial assistance program.
• Thorough understanding of how to identify if charges on a patient's account are correct. The representative will need an in-depth understanding of what information is available to assist in the process of account resolution such as medical record, insurance websites, etc.
• Assists patients/callers on billing concerns, account balances, account payment options and various insurance resources in person or over the telephone.
• Complete pricing transparencies and estimates in person or over the telephone.
• Responds to patient inquiries via in person, mail, phone, MyChart correspondence and/or email. Initiates follow-up to the appropriate Billing or Coding Department and insurance carriers to ensure payment for services.
• Familiarity with rules and regulations for Government Insurance including Medicare and Medicaid, Commercial Payers, Third Party Liability, Worker Compensation, Institutional Accounts, Self-Pay, and third party collectors.
• Responds to third party and patient requests on credit balances and initiates the refund process in the event monies are due back to the payer or patient.
• Documents all patient encounters on appropriate patient account/claim utilizing notes. Ensures account is updated to accurately reflect the current status.
• Serves as a liaison to all patient financial staff by maintaining good communication regarding any problems and/or resolutions to patient issues.
• Assists with new-hire training to successfully meet 90-day standards.
• Protects privacy and confidentiality of customers, patients and partners in accordance with Mercyhealth policies, the Code of Ethics and HIPAA laws.
• Complies with Mercyhealth Cash Handling and Collection Policy.
• Monitors ACD system on an as needed basis to ensure calls are answered timely.
• Ability to meet or exceed established call center productivity metrics.
• Ability to meet or exceed established goals on all call monitoring audits.
• Ensures accurate and timely completion of daily tasks and projects.
• Must be multi-task oriented with solid critical thinking skills and possess the ability to appropriately handle complexity and stress within the changing needs of the patients, families and health system.

High school diploma or equivalent preferred.

2 - 3 years customer service experience preferred or 1 year customer service in medical field preferred

Passing the Driver's License Check and/or Credit Check (for those positions requiring).

Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check.

Must be able to follow written/oral instructions.

Mercyhealth offers a generous total rewards package to…