Customer Service Rep I

Job Summary: Under the direction of the Customer Service Supervisor and the Director of Patient Accounting, the Customer Service Representative I is responsible for a variety of billing functions to minimize accounts receivable and enhance collection performance. Job duties include but are not limited to assisting customers in person or by telephone to resolve issues and questions associated with their account balances; accepting, keying and balancing daily receipts; and working with external resources to resolve payment and collection issues.

Demonstrates Competency in the Following General Areas:

• Commits to one hundred percent (100%) patient and customer satisfaction by always exhibiting a courteous and helpful manner during interactions with others, including patients, families, visitors, physicians and co-workers.
• Maintains a general, overall working knowledge of the department’s mission thereby having the ability to provide basic service and support to others, including patients, families, visitors, physicians and co-workers. Recognizes when others are in need of assistance and consistently offers to help when own workload permits.
• Fully knowledgeable of the comprehensive revenue cycle policies and procedural flow, and able to apply this knowledge to all situations.

Demonstrates Competency in the Following Primary Duties:

• Accurately and efficiently processes all receipts and transactions on a daily basis including but not limited to processing and keying insurance payor remittances, self-pay payments, adjustments and refunds; ensures that cash is reconciled and cash drawer is balanced on a daily basis.
• Responds to patient questions, inquiries and complaints as needed and documents information on account to ensure that account history is maintained.
• Secures and witnesses all required signatures according to internal policy and regulation as applicable including Release of Information, Financial Assistance Application, Financial Agreement and other attestations as applicable; appropriately documents all activities to account to ensure that account history is maintained.
• Ensures that all self-pay balances are paid within the guidelines set forth in the JCMH collection policy; appropriately documents all activities on account to ensure that account history is maintained; communicates with both internal and external parties to ensure that they have been notified of payments, changes or issues regarding accounts.
• Scans and/or files all documents related to a patient/guarantor’s account on a daily basis and documents on account as appropriate to ensure that documents can be located at a future date.
• Processes both incoming departmental mail and outgoing hospital mail in an accurate and efficient manner on a daily basis; routes insurance payor bulletins/notifications to appropriate parties via electronic or paper format on a daily basis.
• Answers all incoming departmental calls in a professional and timely manner while assisting caller in determining the proper office or person with whom they wish to talk and then routing call appropriately.
• Maintains knowledge of HMO, PPO, Workers’ Compensation, Medicare, Medicaid and other insurance requirements to ensure Jackson County Memorial Hospital does not take unnecessary losses or cause the patient to pay unnecessary penalties; reviews online and paper-based insurance and legal resources to ensure that receipts, adjustments and refunds are applied correctly.
• Maintains overall working knowledge of the Meditech B/AR module application to ensure Customer Service area processes are completed in the most efficient manner.
• Interacts with external and internal resources using oral and written correspondence to resolve problems and ensure that office procedures are working accurately and efficiently.
• Prepares Customer Service area reports/logs on a daily, weekly, monthly or “as needed” basis to ensure that the Customer Service Supervisor, Director of Patient Accounting, Controller and hospital management are well informed.
• Keeps Customer Service Supervisor and Director of Patient Accounting informed of work activities, needs and problems.

Professional Requirements:

• Wears identification while on duty; meets dress code standards; appearance is neat and clean.
• Reports to work on time and as scheduled, uses time and attendance system correctly and completes work within designated time.
• Attends mandatory meetings; attends and/or reads minutes of other scheduled meetings.
• Respects patient confidentiality and uses discretion in discussion of patient information.
• Participates in continuing educational activities as deemed appropriate by department’s supervisor, manager or director.
• Completes annual education requirements in a timely manner including but not limited to a minimum of 6 hours per year of job shadowing in the Admissions, Centralized Scheduling or another Patient Accounting area.
• Follows hospital and departmental requirements for infection control and safety.

Educational/Experience/Regulatory Requirements:

• Ability to organize work, direct and set priorities, and effectively accomplish required duties with minimal or no supervision.
• High school diploma or equivalent required. Advanced degree or active pursuit of advanced degree preferred.
• One year previous acceptable experience in a Patient Financial Services, Patient Accounting, Accounts Receivable or Business office setting preferred.
• Must be able to pass pre-employment testing including but not limited to clerical ability and typing test.
• Knowledge of Microsoft Excel and Microsoft Word.
• Must be able to meet the public in a direct and professional manner.
• Previous work history that demonstrates steady attendance and punctuality is required.

Language Skills:

• Must be able to read & communicate effectively in English.
• Must be able to communicate firmly what is required of patients in regards to their financial status.
• Must be able to communicate (orally and in writing) effectively with patients, doctors and other departments in the institution.

Physical Demands:

• Work may be stressful with regular patient contact. Must be able to meet, communicate, and work with patients and public directly, orally, and in writing.
• For physical demands of position, including vision, hearing, repetitive motion and environment, see attached description. Near visual & hearing acuity required to perform essential duties of position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising client care.

FREQUENTLY USUALLY OCCASIONALLY INFREQUENTLY N/A

(at least 50%) (25 – 49%) (10 – 24%) (10%)

1 Standing/Walking.......................................... X

2 Sitting ............................................................ X

3 Twisting......................................................... X

4 Lifting/Carrying............................................. X

5 Pushing/Pulling.............................................. X

6 Climbing (ascending/descending

ladders/stairs) ................................................ X

7 Bending/Stooping.......................................... X

8 Using arm muscles frequently or for

extended periods............................................ X

9 Using leg muscles frequently or for

extended periods............................................ X

10 Using back muscles frequently or for

extended periods............................................ X

11 Potential for wound care or invasive

procedures..................................................... X

HOW OFTEN ARE THESE WEIGHTS LIFTED OR CARRIED?

FREQUENTLY USUALLY OCCASIONALLY INFREQUENTLY N/A

(at least 50%) (25 – 49%) (10 – 24%) (10%)

2 – 10 Pounds .............................................. X

11 – 20 Pounds ............................................. X

21 – 30 Pounds ............................................. X

31 – 40 Pounds ............................................. X

41 – 50 Pounds ............................................. X

50 Pounds or more ........................................ X

DOES THE JOB REQUIRE?

FREQUENTLY USUALLY OCCASIONALLY INFREQUENTLY N/A

(at least 50%) (25 – 49%) (10 – 24%) (10%)

Working in hot, cold or wet surroundings..... X

Working outdoors......................................... X

Working with or near chemicals ................... X

Working near radiation sources .................... X

Working near fumes...................................... X

Working with hazardous waste materials...... X

Operating vehicles or machinery................... X

Using hand tools or power tools ................... X

Wearing protective clothing and

equipment...................................................... X