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Customer service specialist

Company Name:
Elliot Hospital
CUSTOMER SERVICE SPECIALIST
Department: CUSTOMER SERVICE
Schedule: 8:00A-5:00P
Shift: Days
Hours: 40
Job Summary:
Position Summary:
To provide superior service excellence and promote the Elliot Experience to all that access the Elliot Health System.Customer Service staff are part of the Elliot Health System Revenue Cycle and are dedicated to facilitating the resolution for billing queries or complaints by either telephone and/or email for services that were billed through Elliot Hospital, Elliot Physician Network, Elliot Professional Services, Elliot 1-Day Surgery, and/or Elliot Occupational Health.The goal of the Customer Service staff is to provide answers to patient s billing questions, concerns, to educate patients on their insurance policies benefits or limitations, and the patient s financial responsibility.
Responsibilities:

Receives and follow up on all billing telephone or email inquiries and accurately documents exchanges in Epic Account Notes according to Elliot Health System a high level of customer service to every transaction and encounter.Effectively communicates and resolves all needs and concerns. Collaborates effectively with others to achieve positive work outcomes. Assists in promoting a positive work environment to focus on the Mission, Vision and Values of the department and Elliot Health System.

Understands, reviews, and articulates the Elliot Health System s Accounts Receivable billing processes, insurance payment schemes, financial protocols and collection of patient financial responsibility amounts.

Reviews patient s accounts to determine if the insurance carrier processed the claim correctly in order to advise the patient of their out-of-pocket responsibility and/or submit a Billing Inquiry to have the claim reprocessed for corrected payment.

Assists patients and/or family members in interpreting insurance Explanation of Benefits for any inquires and/or disputes in order to educate the patient the estimated patient financial responsibility amounts. Required to be able to articulate in a manner which a patient can understand in order to bring account resolution.

Reviews accounts and determines the proper track to find payment resolution by either, payment in full, monthly payment plan, Elliot Health System Charity Care, Medicaid, or other forms of resolutions. Must work in conjunction with the Elliot Health System Financial Counselors.

Correct and update patient demographic and insurance information when necessary.

Resolves open work queues in a timely and affective manner.

Maintains computerized customer service log and conveys information to Team Leads and/or Supervisor.

Forward Attorney or Collection Agencies Inquiries to Team Lead for appropriate processing.

Provides superior telephone, email, and in-person etiquette to all patients, visitors, providers, and staff.

Demonstrates professionalism and appearance when representing the Elliot Health System.
Education/Experience:
Education:High School diploma or equivalent required.
Experience: One (1) to three (3) years experience in medical billing, collections or related in a hospital, physician office, or insurance carrier setting required.
Certification/Licensure:None
Software/Hardware:Computer, telephone, fax machine.EPIC Billing experience preferred
Elliot Health System is an Equal Opportunity Employer and an Affirmative Action Employer

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