Customer Care Representative

Company Name:
Bend Memorial Clinic
Customer Care Representative
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Position Customer Care Representative
Location Main Clinic
Hours 36 - 40 hours per week
Department Total Customer Care
Full-Time/Part-Time Full-Time
Job Summary
Provides the highest level of quality financial and billing customer service to patients, providers, and insurance carriers through prompt accurate and courteous resolution of telephone, face-to-face, and written inquiries.
Essential Functions
Researching, Resolving and Correcting Patient Account issues
The Customer Services Reps will research and resolve these issues including:
Calling the Insurance Plans to resolve any billing issues where needed and submitting corrected charges.
Forwarding of required documentation including EOB's, Chart notes etc.
Working with QA to resolve escalated issues.
Auditing of Patients Account to ensure accuracy and complete corrections if needed.
Complete Financial Assistance screening.
Locate and correct incorrectly posted payments.
Preparation of Patient and Insurance Refund documentation.
Research and respond to Patient Correspondence.
Extensive telephone and face-to-face contact with patients, insurance carriers, and other parties.
Provides excellent customer service in all situations.
Accepting payments over the phone or in person.
Establish Budget Plans with Patients
Responds to all customer inquiries and complaints that may pertain to all phases of patient accounts including billing, payments, claim processing, and claim denials.
Maintains accurate documentation regarding patient accounts and identifies the need for account adjustments or reviews.
Explains billing terms accurately in simple language so that the customer can understand the explanation and how it applies to their particular question.
100% follow through for call backs to patients when necessary and as indicated to the patient.
Takes note of recurring questions or problems that may indicate a trend and/or be resolved by changes in policy or procedures.
Working Reports
Works multiple types of denial and patient financial account reports as assigned by supervisor.
Monitor and work budget plan reports as directed.
Assist with PCS Collection file review and corrections.
Monitor and process online transaction from the Patient Portal.
Assist with assigned AR Hold Reports.
Written Inquiries
Responds promptly and completely to all written inquiries and requests for additional information to obtain final resolution to the problem.
Completes other duties as assigned
Position Requirements
Education and/or Experience
High school diploma or equivalent and 2 years of medical billing and customer service experience.
Necessary Knowledge, Skills and Abilities
Working knowledge of ICD-9, CPT and HCPS coding and fundamentals of medical billing. Working knowledge of HIPAA regulations. Proficiency in Microsoft Office programs especially Word and Excel. Excellent organizational, interpersonal and communication skills. Detail oriented and able to handle a high volume of work at a constant pace in a call center environment.
Certificates, Licenses, Registrations
None required.
Physical Demands
To perform this job successfully, an individual must be able to perform each essential duty and physical demands satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting- Continuous = 2/3 + of work day
Walking- Occasional = up to 1/2 of work day
Standing- Seldom = short durations or not daily
Twisting (Waist)- Seldom = short durations or not daily
Squatting- Seldom = short durations or not daily
Bending (Neck)- Seldom = short durations or not daily
Turning (Neck)- Seldom = short durations or not daily
Push- Minimum Force - up to 5 lbs
Pull- Minimum Force - up to 5 lbs
Working with others- Moderate, association is intermittent and necessary
Pace of Work (Productivity Expectations/Emergent Response Requirement)- Moderate productivity/timeliness standards/periods of fast paced
Role Ambiguity (degree to which job demands are unpredictable- Slight, mostly predictable/tasks performed at scheduled times
Irregular/Extended Work Hours (hours>scheduled or shifts fluctuate unexpectedly)- Slight, rare
Keyboard- 4 - 8 Hours
Mouse- 4 - 8 Hours
Phone- 4 - 8 Hours
Writing- 1 - 4 Hours
Copying- 1 - 4 Hours
Lift/Carry 0-10 lbs
Seldom = short durations or not daily
Height: Waist
Lift/Carry 11-25 lbs
Seldom = short durations or not daily
Height: Waist
About the Organization Bend Memorial Clinic offers competitive compensation, great health benefits, 401(k), profit sharing, continuing education and many other useful supplemental benefits. EOE/AA Employer.
Req Number 051410-14
This position is currently accepting applications.
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