Customer Service Representative

The Customer Service Representative is responsible for answering patient calls in an in-bound billing call center, discussing insurance coverage and clinical charges, educating patients regarding the Clinic's billing and credit policies, and making changes for patients regarding billing or insurance information.

Job Relationships

Reports to the Billing Relations Supervisor

Principal Responsibilities

• Provide a positive impression to patients with regards to the Clinic's billing department.
• Enter/edit patient insurance coverage/demographic information when necessary.
• Inform patients of the Clinic's billing and credit policies.
• Answer questions that patients may have in regard to insurance coverage and other billing issues.
• Respond to patient's verbal and written requests in a timely fashion.
• Maintain statistics.
• Verify collection agency vouchers, acknowledgements, and reports.
• Compile all jacket information on a daily, weekly and monthly basis.
• Maintain goals established by the Patient Accounting Director.
• Maintain proficiency with insurance and billing issues by participating in Patient Accounting meetings and training sessions as appropriate.
• Provide coverage at other Springfield Clinic locations as assigned.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to SC Way customer service philosophy.
• Perform other job duties as assigned.

Education/Experience

• High School graduate or GED required.
• One (1) year call center experience required.
• Two to three (2-3) years experience in medical billing and insurance preferred.

Knowledge, Skills and Abilities

• Ability to handle multiple tasks and prioritize in a fast-paced environment required.
• Computer skills including Microsoft Office preferred.
• Strong verbal communication and listening skills are required.
• Previous knowledge of the IDX computer system preferred.
• Must be empathetic, yet responsive to patients while adhering to Patient Accounting billing practices and guidelines.
• Ability to meet quality and performance guidelines and work with patients in a courteous and professional manner.

Working Environment

• Office environment.
• Some travel required to satellites as needed.

PHI/Privacy Level

HIPAA1