CUSTOMER SERVICE REP -FINANCE

CUSTOMER SERVICE REP
HEALTHCARE FINANCE

General Summary: The Customer Service Representative position plays a pivotal role in overall patient satisfaction, effectively communicating and providing constant issue resolution. The position will demonstrate the ICARE values on a daily basis to every patient, treating them with dignity and respect regardless of the ability to pay. The Customer Service position will exemplify the Rush mission, vision and values and will act in accordance with Rush policies and procedures.

Principal Duties and Responsibilities:
* Effectively communicate and understand complex regulatory and billing requirements, including but not limited to Provider Based Clinics (PBCs), out-of-network or benefit limitations, non-covered charges, co-insurance and deductibles, late charge policies, procedure or lifetime max benefits, explanation of benefits (EOB), and electronic remittance advices (ERAs)
* Assist patients with issue resolution by thoroughly investigating the account history and transactions
* Epic Hospital Billing workflow understanding pertaining to, but not limited to the following: payment plans, financial assistance policies, collections agencies, online billing system, insurance changes and updates, itemized bill requests, medical record requests, bankruptcies, Epic smartext letters, charge audits, billing and collections, workers compensation, personal injury, returned mail, credit card processing, workqueues and ancillary department communication.
* Verify online eligibility for both Governmental and Non-governmental insurance payers
* Epic Reg/ADT workflow understanding pertaining to, but not limited to the following: guarantor accounts, guarantor account status, coverage, additional information, view documents, Search America, Nebo verify, response history, patient demographics, subscriber information , patient and encounter FYIs .
* Work in conjunction with internal Healthcare Finance staff, collaborating with Denials Management, Payment Review, Cash Posting and Contractual Allowances, Credit Department, Governmental and Non-Governmental billing and collections, and the Billing Exception Unit
* Working understanding of the Automatic Call Distribution (ACD) Telecommunications system
* Ability to retrieve document images from both WebXtender, Vignette and Chase Healthcare Link
* Follow Healthcare Finance departmental policies and procedures as it pertains to phone etiquette, scripting, greetings, escalation prevention techniques, while maintaining professionalism and a patient centric environment
* Willingness to engage in continual education, becoming a cross functional, cross trained employee with knowledge of the entire revenue cycle
* Assigned to special projects as they occur

Knowledge, Skills and Abilities:
Knowledge: General knowledge/work experience in the healthcare field is required. He or she must have familiarity with computer applications as they exist today and Governmental and Non-governmental regulatory guidelines. Epic experience recommended but not required.

Education: High School Diploma or GED equivalent required.

Skills: Position requires strong communication and interpersonal skills including mathematical and organizational. Specific knowledge of Microsoft Word in order to create letter correspondence

Abilities: At least 3 years Customer Service or Call Center work experience required. He or she must have the ability to perform multiple tasks with strong time management skills.

Job title: CUSTOMER SERVICE REP -FINANCE

Position type: Type 1 (72-80 Hrs)

Job reference code: 2010-2826

Job category: Administrative/Clerical

Location: Chicago, IL