Customer Service Trainee

• Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner,demonstrating sensitivity to the diversity of the organization and its patients' needs.
• Manages a high volume of inbound calls, answers patient inquiries, anddeterminestheappropriate pathfor resolution and follow-up.
• Demonstrates excellent customer service andexpertiseto patients, guarantors, and other external and internal contacts through oral and written communication.
• Responds to and documents all patients and internal inquiriesregardinghospital and professional visits in the patient billing platform as they relate to thepatientfinancial experience.
• Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and evaluates the most appropriate routefor account resolution.
• Reads, interprets, and understands various insurance correspondence, including both explanation and coordination of benefits.
• Demonstrates a basic understanding of reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both Physician Billing and Hospital Billing, and how these affect responsible party benefits and balances.
• Demonstrates a basic understanding of standard healthcare coding methodologies (e.g., CPT, HCPCS, ICD-10).
• Performs all clerical functionsrequiredto complete requests using available information and resources.
• Coordinates issue resolution with appropriate teams, insurance companies, attorneys' offices, and other departments as needed.
• Perform updates to insurance coverage (NC/GA only), demographic, and contact information in the patient billing system.
• Analyzes responsible party outstanding balances and provides consultative services toestablishefficient account resolutions that meets patient needs while protecting Advocate Health's financial viability.
• Prompts guarantors to pay outstanding balances by phone with a credit or debit card, provides lockbox address for checks, orinitiatesmonthly payment arrangements.
• Responsible for meeting andmaintainingestablished productivity and quality assurance goal
• Responds to and documents all patients and internal inquiriesregardinghospital and professional visits in the patient billing platform as they relate to thepatientfinancial experience.
• Upon successful completion of the Trainee Program (approx. 6 months) including all elements listed in
  major responsibilities
  and with Supervisor recommendation,team may be eligible for
  promotion
  to Customer Service Representative.

• None Required

• High School Diploma or GED

• 2 years relevant customer service experience

• Experience with Epic's Resolute Hospital or Resolute Professional billing applications preferred.
• Working knowledge of professional and hospital billing and follow-up preferred.
• Knowledge of HIPAA standards, medical terminology, and billing practices preferred.
• Bi-lingual (Spanish and English) preferred.

• Work primarily involves sitting, with some walking required.
• Heavy telephone use and interaction with patients, family members, other departments, and external sources.
• Minimal standing for filing documents and research.
• Moderate reaching and bending necessary.

• Associates Degree

• 2 years incall center,hospital billing, professional billing, or shared services environment preferred

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.