What are the responsibilities and job description for the Customer Service Representative position at Advocate Health Care?
Major Responsibilities
- Accepts all incoming calls and other inquiries for Advocate Health. Handles concerns, problems, answers questions, and research issues.
- Refers issues that are beyond the scope of the department to the department best suited to handle the problem/questions via appropriate referral form.
- Meets and maintains productivity measures and quality assurance goals as established by the department.
- Documents all actions taken on each account.
- Updates and/or makes appropriate changes to insurance screens, demographic information, statement control screens, etc.
- Initiates monthly payment contract on accounts up to $1,000 for patients who meet guidelines.
- Maintains communication with collection agencies, administrative support, and cash management regarding activity on patients’ accounts as needed.
- Processes and returns patient voicemails within 24 hours of receipt.
- Resubmits accounts or combines accounts when appropriate.
- Performs all clerical functions required to handle a request to completion. Interacts with other departments, physicians’ offices, insurance companies, and attorneys’ offices to resolve issues.
- Informs supervisor of problems and recommends solutions. Makes supervisor aware of errors within/outside of Central Business Office to alert management of inter-departmental or departmental needs to change/revise.
- None
- High school education required; college preferred. Previous customer service experience required. Previous experience related to billing and collection of third-party payors and/or state agencies preferred.
- Must have minimum typing speed of 45 WPM. Ability to communicate effectively withal socio-economic levels, both verbally and in writing
- Demonstrated ability to support educational offerings that ensure translation of teaching into action.
- Innovative coaching and counseling skills when dealing with education and development issues.
- Comprehensive evaluation skills for determining skill and knowledge competencies of training specialists and learners.
- Ability to deal and work effectively with multiple departments and in matrix organizational structures. Exceptional verbal, written, and interpersonal communication skills.
- Demonstrated proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint) or similar products and in electronic health record systems. Ability to quickly learn new software systems as needed.
- Strong organizational skills and ability to work independently with limited guidance or direction. Effective critical thinking, creativity, problem solving and decision-making skills.
- Requires the ability to sit for extended periods; however, the work does require some walking on same floor level. Must be able to view information on a computer monitor for extended periods. Requires minimal standing to file documents and perform research. Must be able to reach and bend on a moderate level.
Salary : $23 - $34