Remote Medical Customer Service Representative-Financial Counselor
2023-05-19Organization
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Shared Services Center - Tucson
Location TUCSON, AZ (Shared Services Center - Tucson)Full Time- Department Business Office
- Field Finance and Accounting
Location TUCSON, AZ (Shared Services Center - Tucson)
Department Business Office
Field Finance and Accounting
Full Time
Job Description
Under the leadership and guidance of the Customer Service Manager, communicates with guarantors and collection agencies, as necessary, to obtain settlement of outstanding balances for hospital services. Provides support in assisting patients and family members with resolution of their financial needs by establishing payment arrangements or financial assistance determination. Includes payment-in-full settlements, charity application processing. Serves as a liaison on behalf of hospital and patient. Provides support to the Customer Service Representative with calls and training as needed.
This position is remote.
ESSENTIAL JOB FUNCTIONS:
-
Assists customers in the resolution of all their financial needs including but not limited to:
- a) Payment arrangements (in accordance with related hospital payment policies).
- b) Payment-in-full settlements (in accordance with hospital payment policies and obtains approval from manager as needed to resolve higher dollar settlements).c) Financial Assistance determination through completion of charity applications, assuring maximum communication with patient through written and verbal correspondence (telephone calls, pending/approval/denial letters).
- Responsible for developing and maintaining data collection and issue reporting including but not limited to routine and special requests for department, management, administration and corporate offices within required timeframes.
- Works account close and return report from Eligibility Screening Services and determines next steps after insurance eligibility determination. If the program is not available, processes account through the charity process. Also works Charity Recon report from ESS.
- Demonstrates knowledge of adding insurance, ordering an instant adjustment bill and sending a BARRT request. Initiates rebilling of claims when necessary. Orders rebill system. Contacts appropriate areas to collect related information.
- Works self-pay reports (such as self-pay financial class report and financial class change report) to ensure self-pay accounts are being billed accordingly and for charity consideration as needed. Reviews patient accounts completely ensuring the account has been handled correctly (account notes, financial class, cash posting, and adjustments). Demonstrates knowledge of appropriate financial classes and account movement through the revenue cycle. Verifies self-pay discount has been applied appropriately.
- Demonstrates knowledge of all systems and programs used within the department including proficient use of Excel, Microsoft products, Adobe, account navigation, and locating various types of account documentation.
- Assists with special projects, call volumes, and reports as assigned.
EDUCATION AND EXPERIENCE:
- High school diploma or equivalent
- Two (2) years Hospital/Physician Business office experience to include knowledge of collections, EOB processing, and billing.
- Knowledge of EOB’s, Remits, and patient financial accounting.
- Excellent interpersonal skills required to communicate with direct staff and internal/external customers
- Must possess excellent time management and organizational skills
- Demonstrated critical thinking, creativity, problem solving and decision-making skills
