Sr. Customer Service Representative - Revenue Cycle - Katy, TX

Overview

Note: Office for this position is located at our Houston Methodist Continuing Care Hospital: 701 S. Fry Rd. Katy, TX 77450.

• This is Monday-Friday opportunity (on site)
• 3 years of call center and hospital or physician revenue cycle experience is required

 

At Houston Methodist, the Senior Single Billing Office (SBO) Customer Service Representative position is responsible for acting as a liaison between Houston Methodist, patients, providers, and payers for all post-care matters related to account resolution. This position interacts with all SBO sub-units and other hospital and Physician Organization service areas on a daily basis, cultivating good business relationships to promote harmony and effective communication to resolve patient concerns post care. The Senior SBO Customer Service Representative handles more complex inquiries and assists management with identifying trends impacting performance and notifications of opportunities while providing innovative suggestions for process improvement. This position also assists management with auditing/quality review to ensure accurate and appropriate billing and account resolution. Other duties include serving as a resource, trainer, and mentor to other team members.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal department and organizational results.

• Follows the standard talking points outlined in department protocols when interacting with patients to ensure high quality and consistent service.

• Serves as a resource and trainer for less experienced and new staff; orients, guides and mentors team members to help build confidence and competency in skills, knowledge and abilities.

SERVICE ESSENTIAL FUNCTIONS

• Provides follow-up for issues that are not solved on the initial inquiry.

• Receives and responds to more complex incoming inquiries via phone, email, patient portal, etc. in a timely fashion. Utilizes clear, concise, and professional communication skills both verbally and written.

• Leverages knowledge of external vendor workflow processes and information systems that promote the patient experience to resolve customer concerns more efficiently.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Utilizes sound judgment and analytical skills to bring the account for resolution, analyzing the data elements (clinical and financial) within the electronic health record to determine the current state of the account.

• Provides clear and concise documentation of every action taken on an account in the system collection notes. Provides balance breakdown to document the status of next responsible party (i.e., primary, secondary payor, patient balance, or credit balance).

• Meets or exceeds stated Performance Indicator Expectations (e.g., productivity, quality