Customer Service Representative - PBO

<p><strong>Position Objective:</strong></p><p>PBO Customer Service Representative (PCS) is responsible for assisting customers resolve billing concerns and outstanding self-pay and bad debt balances for services billed by Luminis Health Professional Business Office.&nbsp; PBO Customer Service Representatives explain insurance and self-pay liability and assist customers in finding solutions to pay their balances by: collecting money over the phone, establishing payment plans, acting as a liaison for accounts in bad debt and determining eligibility for state/local programs including Luminis Health medical financial assistance programs.&nbsp;&nbsp; PBO Customer Service Representatives follow best practice collection techniques while providing the customer an exceptional customer service experience. <br> <strong>Essential Job Duties:</strong></p><p>Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:</p><p>The PBO Customer Service Representative is responsible providing exceptional customer service to customers while resolving billing concerns and self-pay collections while adhering to compliance with policies and regulations.</p><p>Responsibilities:</p><ol><li>Answer and document incoming customer calls, confer with outbound calls to ensure customer issues are fully resolved timely. Provide and document customer’s updates in progress to resolve concerns and realistic time frames to complete.</li><li>Explain questions related to billing, refunds, insurance plan adjudicated benefits, self-pay and bad debt balances.</li><li>Work as a liaison with internal billing units and bad debt vendors to resolve concerns, errors and/or recall bad debt placements. Update bankruptcy information, perform self-pay adjustments according to policy</li><li>Verifying and updating patient and guarantor demographic, health insurance coverage and account status information into the billing system.</li><li>Guide patients/guarantors in applying for Medical Financial Assistance. Determine eligibility for assistance, process application and update balance according to policy.</li><li>Assist patients with applying for state or federal medical financial assistance.&nbsp; &nbsp;</li><li>Collect pre- service payment and self-pay balances and/or establish payment plan arrangements per policy.</li><li>Properly manage self-pay and bad debt collection work queues to reduce self-pay accounts receivable and avoid bad debt write off.</li><li>Update statement holds, monitor statement processing, demand print and mail statements or itemized bills on request.</li><li>Perform other duties as assigned.</li></ol><p><strong>Educational/Experience Requirements:</strong></p><