Customer Service Representative

At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.

Central Maine Healthcare is seeking a Customer Service Rep to join our Team.

This is an on-site, full time 40-hour, benefits eligible position. ​

The rate of pay is $20.00 per hour.

The Customer Service Representative is responsible for all communication and research regarding patient accounts, as well as for responding to all patient inquiries for the regional healthcare system. This is a highly visible position with limited flexibility. The representative’s workflow is dictated by call volumes.

Regulatory Requirements:
• High School graduate or equivalent.
• Minimum of two years relevant experience, including knowledge of insurance billing and medical terminology
• Understanding of various insurance plans, government agencies, Medicare and Medicaid.

What It’s Like Working At CMH: 

We are all about our team members growth and health. That why we prioritize work/life balance, community-based wellness initiatives and tuition reimbursement or student loan repayment for ALL of our team members. 

CMH offers a robust benefits package that includes: 

• Robust Paid Time Off (PTO) program 
• Medical plan with enhanced Tier 1 benefits provided within the CMH system. 
• Dental plan 
• Vision plan 
• Health Savings Account (HSA) 
• Basic Life insurance at no cost 
• Supplemental Life insurance 
• Long-term disability insurance 
• 401(k) or 403(b) retirement savings plans 
• Tuition IO partnership for student loan repayment assistance and tuition assistance 
• Family leave program for Parental Leaves 
• Comprehensive Wellness Program 

Duties and Responsibilities:
Demonstrates Competency in the Following Areas:
1. Projects a positive image of the department and organization as the first line of contact with patients regarding their financial services
2. Interacts daily with patients regarding billing problems, insurance information, payment data, etc., and applies resolution on established standards and reference guidelines by demonstrating the ability to assist patients and insurance companies with billing questions and problems.
3. Interprets billing questions and provides clarification by developing and maintaining a working knowledge of services offered.
4. Demonstrates ability to assist patients/families with third party billing questions and routes calls appropriately when necessary.
5. Listens and responds to customer service needs with the appropriate level of urgency.
6. Develops and maintains rapport with insurance payers, outside agencies and other departments within the regional healthcare system.
7. Updates patient accounts based on verified information from the patient/guarantor
8. Prepares correspondence to patients, attorneys, and insurance payers, (i.e., itemized bills, etc.) as necessary within 2 business days.
9. Processes patient requests for financial assistance, within 2 business days.
10. Interacts with patients/families in a professional manner. Provides explanations regarding statements, insurance coverage; ensures confidentiality of patient records.
11. Sets up payment arrangements for patients/guarantors according to established guidelines and transfers these accounts to Advanced Collection Services (ACS) or the Self Pay Representative, as appropriate
12. Processes address changes as notified from ACS and return mail notifications
13. Records appropriately detailed notes on the patient account or guarantor following each call.
14. Reviews Patient Statements for errors and notifies supervisor when necessary
15. Communicates clearly and accurately with the Supervisor.
16. Follows through, in a timely manner, on all action steps requested by supervisor.
17. Meets stated performance standards for call duration, work time per call and call volume.
18. Achieves a Quality Review score of 2.8 or better, 90% of the time.
19. Handles all internal and external customer service matters in a timely