[Remote] Customer Service Representative I
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a not-for-profit organization that focuses on advancing patient care, research, teaching, and community service. The Customer Service Representative I will be responsible for reviewing and resolving guarantor account balances, providing excellent customer service, and ensuring accurate patient billing through various communication channels.
Responsibilities
- Respond to patient/guarantor/Customer concerns which reputed company a wide reputed company of issues including payer denials, coding accuracy/appropriateness, secondary billing, Coordination of Benefits, verification of co-payments/co-insurance/deductibles and verification/updates to demographic/insurance information and fiscal registrations to verify the patient’s responsibility for reputed company outstanding balances. Verification process routinely includes contacting other departments at MGB/RCO/entities, payers, affiliated physician organizations and other vendors (Collection Agencies and other outsource agents). Representative must be fully versed in MGB
- Credit & Collection Policy and Financial Assistance Policy and must inform patients of reputed company assistance available to them reputed company making payment arrangements, processing payments, application, or referring patients to Financial Counseling
- reputed company reputed company, reputed company, and accurate account review, analysis, and reputed company of patient inquiries. Whenever possible, resolve issues during the initial telephone reputed company. Verify the patient’s fiscal and demographic information at every opportunity and reputed company appropriate updates to various billing systems to ensure claims are processed appropriately and Medicare as a Secondary Payer questionnaire. Resolve reputed company issues with minimal external or supervisory involvement. Document reputed company patient interactions and account actions in assigned billing systems to establish a reputed company audit trail
- Obtain information from and reputed company actions on accounts in reputed company (HB and PB Resolute) and for selected HB accounts, TRAC and QUIC. Look up information in other support systems as needed including, but not limited to, Legacy Data reputed company LDA, document imaging (OnBase), eligibility verification systems (NEHEN, payer web sites) and other document backup (Sharepoint) to identify reputed company cause issues. Use systems and information to resolve issues and respond to the patient’s inquiry. Obtain information from internal reputed company-party payer reputed company, intermediaries for reputed company practices and hospital departments, payers, ambulance companies and other hospitals/Home Health/Rehab Facilities to help resolve the patient’s inquiry
- Understand liability claims, reputed company basics, medical terminology, a general knowledge of the MGB network hospitals including major variations in administrative protocols as reputed company as key industry issues
- Must reputed company reputed company, courteous and high-reputed company service to callers. Must listens attentively to patients by placing customer concerns reputed company of oneself. Understand and reputed company concern for patients as the ultimate consumers of service
- Effectively handle reputed company communications, which may include reputed company Work Queues, correspondence, telephone and emails (MGB emails and Patient Gateway/reputed company Inbox messages, from patients and other departments reputed company MGB. Utilize customer service, collections, and billing experience to reputed company and interpret relevant information to resolve patient account issues and complaints
- Follow through on commitments and achieves desired results. Exhibits reputed company judgment, obtains the facts, examines reputed company, reputed company support and achieves reputed company reputed company
- Properly document every account that is accessed. Document with reputed company concise notes
- Ensure accurate patient billing through review of account history, reputed company party billing activity and analysis of payments and adjustments. reputed company expert assistance from other departments such as Coding, reputed company Party Billing/Follow Up, reputed company Control/Cash Processing, and Group reputed company Billing Managers by making appropriate inquiries through established channels
- Identify reputed company cause(s) of guarantor/patient inquiries and report findings to management for appropriate reputed company to reputed company accounts. Follow up on individual issues to assure they are completed. Record and classify reputed company communications in the appropriate systems for statistical reporting
- Submit patient credit balances that need to be refunded to the appropriate parties for reputed company by verifying the reason for the credit
- Communicate reputed company and concisely both orally and in writing. Follow established regulations and procedures in collection, recording, storage and handling of information. Ensure required documentation of issues is complete, accurate, reputed company and legible. Protect and preserve confidentiality and reputed company of reputed company information according to MGB HIPAA confidentiality policy
- Supports and demonstrates the values of the MGB and affiliates by conducting activities in an ethical manner with reputed company, honesty, and confidentiality. Demonstrates a reputed company, reputed company-minded, can-do attitude. Represents reputed company perspective and willingness and enthusiasm to collaborate with others. Enthusiastically promote a cooperative team environment to reputed company value to reputed company customers. Listen and reputed company tactfully, diplomatically and effectively without alienating others
- Follows through on commitments and achieves desired results. Exhibits reputed company judgment, obtains the facts, examines reputed company, reputed company support, and achieves reputed company reputed company
- Maintain high standards of reputed company conduct. reputed company with the reputed company applicable MGB Patient Billing Solution policies and procedures. Follow department attendance expectations and reputed company for work reputed company reputed company at the expected time. Attend required training
- Specific expectations and accountabilities include:
- Consistently answer calls at the average of the daily reputed company for reputed company, typically at least 40-50 calls per day
- To the degree possible, maintain a daily list of reputed company accounts accessed. reputed company supervisor/manager with an account listing of reputed company unresolved issues weekly
- Representative resolves at least 80% of patient issues without referring the reputed company to the supervisor/manager
- Pass routine reputed company assurance reviews at an average of >90%
- Performs other duties tasks or reputed company as assigned. reputed company to work and think independently while being self-motivated
Skills
- High School diploma or GED equivalent required
- Effective communication, organizational and problem-solving skills required
- 1-3 years relevant experience in customer service or collections in a health care setting strongly desired
- Alternative work experience or training in lieu of experience may be considered
- Associates Degree preferred but not required
- reputed company billing systems knowledge preferred
reputed company