Customer Service Associate (Hybrid) full time, days

CURRENT HOLLAND HOSPITAL EMPLOYEES- Please apply through Find Jobs from your Workday employee account.

Job Type: Full Time (80 hours every two weeks)

Shift Length: 8a-4:30p Mon-Fri

Weekend Frequency: N/A

Wage Range: $16.88-$23.64

Required Education: High School diploma or GED

Customer Service Specialist

• Provides outstanding customer service in assisting patients and their families regarding payments, insurance coverage, requests for information or assistance in resolving questions or complaints concerning medical billing.
• Provide exemplary customer service.
• Answer incoming calls; respond to inquiries or direct caller to appropriate staff for assistance.
• Manages all self-pay accounts to final resolution.
• Provides outreach to patients to gather information pertaining to payments, billing, collections and financial assistance.
• Verify timely filing limits and requests insurance claim as appropriate.
• Update reconciliation form at end of the day.
• Ensure that the safe and its contents are secure at end of day.
• Assists patients by
• Assessing balances and identify best financial option; internal payment plan, financial assistance, or HELP Financial. Present options to patient. Setting up payment arrangements as necessary.
• Accurately completes payment posting and balancing of accounts.
• Completes pre-screening for financial assistance applications. Reviewing applications for accuracy and completeness.
• Coordinates on-site Medicaid vendor to assist in the appropriate completion of Medicaid applications.
• Perform Cerner, Affinity and eClinicalWorks (Medical Group & BHS) account maintenance to
• Multi-tasks between Cerner, Affinity and eClinicalWorks to resolve all patient billing questions, payments or denials.
• Accurately completes patient demographics, insurance coverages and payment information.
• Manages and responsible for the billing system worklist.
• Responsible for patient accounts by using work queues to ensure balances are accurate before referring to third-party collection agency.
• Manage patient credits. All refunds to the appropriate guarantor completed within 60 days.
• Responsible for the past due work queue to determine if the collection calls are complete.
• Ensure accuracy and approve account for placement with an outside collection agency according to department protocol.
• Perform necessary write-off adjustments of patient balances and apply non-covered, self-pay, bankruptcy and deceased adjustments in accordance with department policy.
• Log all activities ensuring account comments clarify actions taken and to record for quality control statistics.
• Update address information from statement vendor as needed.
• Effectively uses business office equipment or vendors including
• Managing accounts with HELP Financial to ensure patients are abiding by their contract obligations.
• Investigating accounts flagged as deceased or bankruptcy filing by reaching out to the appropriate probate and bankruptcy courts. Apply correct adjustment in the billing systems if required.
• Interpretive services for English as second language patients.
• Skip tracing for undeliverable mail returned from the post office.
• Balancing cash drawer.
• Provide excellent customer service to patients and family members by
• Communicating in a manner consistent with positive patient relations.
• Demonstrating a welcoming environment by smiling when greeting all customers.
• Providing helpful assistance in anticipating and responding to the needs of all patients and family members.
• Collaborating with customers in planning and decision making to result in optimal solutions.
• Remaining calm under pressure and deal effectively with difficult situations and customers.
• Independently recognize, interpret, and evaluate situations and there level of urgency.
• Other duties as assigned.
• Completes projects as assigned by leadership.
• Reviews virtual credit card payments and processes them through the appropriate system for payment.
• Patient Financial Advocate
• Conduct financial screening of insured, underinsured and uninsured patients.
• Identify the correct payer source for the visit and perform eligibility verification to confirm coverage.
• Screen uninsured patients for Medicaid and refer patient to on site Medicaid eligibility vendor if it appears the patient may qualify.
• If the uninsured patient is not eligible for Medicaid and is unable to make payment arrangements within specified guidelines, screen the patient for financial assistance, which includes providing the appropriate paperwork.
• Determine if there are an