Customer Service Representative

Job Summary:

Provides support to patients with billing issues under the guidance of Patient Financial Services (PFS) management. Responsible for answering calls and resolving billing concerns promptly and accurately. Assists team members and management with daily tasks and helps develop training materials.

Education/Experience:

• Required: High school diploma or GED and two years of customer service experience.
• Preferred: Two years of business office experience in a physician practice or hospital.

Licensure, Certification, and/or Registration:

• None

Essential Functions:

1. Assess and address incoming calls related to billing.
2. Perform tasks such as researching transactions, re-billing claims, updating insurance info, and verifying eligibility.
3. Serve as a resource and provide guidance to team members.
4. Handle complex account issues and questions.
5. Prioritize and organize workload based on management's guidance.
6. Understand all key PFS processes and their impact on the Revenue Cycle.
7. Assist in developing training materials.
8. Ensure compliance with regulations, HIPAA, and Corporate Responsibility Program.
9. Protect confidential and protected health information.
10. Report issues and collaborate on solutions.
11. Participate in educational activities and take responsibility for job performance.
12. Adhere to corporate and departmental policies, quality improvement programs, and productivity expectations.
13. Maintain satisfactory attendance and punctuality.
14. Perform other relevant duties as assigned.

Skills/Qualifications:

• Excellent phone etiquette and customer service skills.
• Ability to work independently.
• Positive and professional attitude.
• Stable performance under pressure.
• Effective communication skills (oral and written).
• Strong computer and math skills, including knowledge of Excel.
• Leadership skills and goal achievement.
• Extensive knowledge of Medicare, Medicaid, and third-party insurance guidelines.
• Ability to exercise independent judgment in stressful situations.
• Proficiency in patient accounting, optical imaging, scanning, patient systems, and internet-based insurance websites.

Work Environment:

• Clean, comfortable office environment.
• Potentially stressful situations and interactions with upset individuals.
• Flexibility to assist in any disaster or emergency situation.
• Manage exposure to potentially infectious material per OSHA guidelines.

Physical Requirements:

• 0% to 35%: Standing, walking, bending, reaching with arms, lifting up to 20 lbs.
• 65% to 100%: Sitting, finger and hand dexterity, talking, hearing, seeing.
• Occasionally: Lifting, carrying, pushing, or pulling up to 50 lbs and 100 lbs.

Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist’s two main components are an integrated clinical system – anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem – that includes Brenner Children’s Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.

Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.

This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.