**Note:** **This position is located at our St. Catherine campus - 701 S. Fry Rd. Katy, TX 77450** JOB SUMMARY The Customer Service Representative I (CSRI) is responsible for acting as a liaison between the Hospital and the Physician Organization (PO) within Houston Methodist, the patient, providers, and payers for all post-care matters related to account resolution. The CSRI will interact with all the Single Billing Office (SBO) sub-units and other hospital and PO service areas on a daily basis. The CSRI will need to cultivate good business relationships to promote harmony and effective communication to resolve patient concerns post care. DUTIES AND RESPONSIBILITIES People 20%

* Accepts incoming phone calls to resolve the patient's concerns or questions immediately

* Communicates with other Hospital and PO Departments to ensure issue resolution for inbound callers

* Provides follow-up for issues that are not solved on the incoming phone call

* Identifies trends impacting performance and facilitate cross-training between unit staff

* Demonstrates analytical skills required to bring the account for resolution. This includes analyzing the data elements (clinical and financial) within Epic to determine the current state of the account. Also, the account memos are to be read with intent to understand prior actions taken on the account and to ascertain the next best action to take the account to resolution status.

* Documents accounts in a brief and concise manner, indicating resolution or steps needed for resolution. Documented memos should be fully understood by the next person who reviews the account.

* Attends regular unit meetings

* Utilizes SBO technology in an effective manner to ensure resolution of customer concerns.

Finance 20%

* Follows levels of authority for posting adjustments, refunds, and contractual allowances

* Understands the Revenue Cycle and the patient account cycle in Epic to resolve calls efficiently

Quality/Safety 20%

* Leverages knowledge of vendor and technology systems that promote the patient experience to resolve customer concerns more efficiently. Vendor and technology systems include but are not limited to: Epic, Cisco , Emdeon , MyChart early out vendors, and bad debt vendors.

* Leverages knowledge of payor systems to resolve customer concerns more efficiently by being able to communicate all the financials elements of the Explanation of Benefits to the customer. Payor systems include but are not limited to: Managed Care, Medicare, Medicaid, and Indemnity.

* Follows the inbound scripting guidelines outlined by the Supervisor and/or Manager when interacting with patients to maintain a high quality of service

* Meets weekly productivity and quality standards

* Ensures protection of private health and personal information. Adheres to all HIPAA and PCI compliance regulations.

* Participates in compliance discussions as required by the organization

Service 20%

* Documents accounts in a brief and concise manner, indicating resolution or steps needed for resolution. Documented memos should be fully understood by the next person who reviews the account.

* Demonstrates communication skills in a clear, concise, articulated and professional manner in both verbal and written capacities.

* Demonstrates advanced knowledge of the cycle of a patient guarantor account, which will include hospital and physician charges

Growth/Innovation 20%

* Attends required training sessions and execute skills acquired through training in a proficient manner as evidenced through quality review scores.

* Work effectively to ensure resolution of customer concerns. This includes incorporating feedback and instruction/training into daily routines on an immediate basis.

EDUCATION REQUIREMENTS High school diploma required; college degree preferred EXPERIENCE REQUIREMENTS 1 year Hospital Information System experience and 1 year of previous customer service experience required. Prior experience is Patient Access Service and/or Patient Accounting, etc. is preferred Advanced customer service and analytical skills preferred

Advanced PC skills; specifically proficient with Microsoft Office Suite

Advanced verbal and written communication skills in the English language

Mobility RequirementsYes No