Customer Service Coordinator II- Healthcare Billing Call Center

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This is a fast paced inbound call center. Must have the ability to multi task- talk and type while on the phone with patients.

Job Summary:

Responsible for responding to customers requests and inquiries, researches and provides resolution of customer service related issues. Handles billing inquiries, verifies insurance information, and provides patient education. Coordinates with medical staff to ensure seamless patient care and addresses complaints promptly. Handles patient interactions, schedules appointments, maintains patient records and contributes to overall patient satisfaction and operations.

Job Functions:

• Handles customer inquiries and complaints, ensures quality level of customer satisfaction.
• Verifies patient insurance information and assists with pre-authorization processes.
• Ensures correct patient demographics and insurance information has been captured in the hospital billing system.
• Advises patients/family regarding their financial obligations and concerns once claims are adjudicated.
• Ensures that incoming call volumes are processed expeditiously, and all accounts have been properly documented.
• Sets up contracts, auto payments, and secures promissory notes, as required by policies.

Qualifications:

• Good written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy.
• Completes basic to moderately complex business support assignments; work involves minimal problem resolution.
• Strong attention to detail and self-directed to consistently ensure data integrity and accuracy.
• Uphold ethical principles by maintaining confidentiality, ensuring informed consent, and making decisions that prioritize the well-being of both patients and staff.
• Work seamlessly within diverse teams, bringing together professionals from various disciplines to provide patient-centered care and achieve collective goals.
• Ensures the implementation of company policies in their daily tasks, identifies potential risks in their scope of work, and reports any breakdown in controls to the supervisor.
• Intermediate proficiency and experience using Microsoft Office Package (Excel, PowerPoint, Word, Outlook).

High School Diploma/GED or equivalent (Required)

2+ years of experience in customer support coordination (Required)

Navigate rapidly changing situations, from evolving patient needs to technological advancements, by remainingflexible, continuously learning, embracing new challenges, and quickly recovering from setbacks.

Salary Range: Minimum 18.87/hour - Maximum 31.15/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.