Single Business Office, Customer Service Representative
: Job Details :

**Single Business Office, Customer Service Representative**

**Facility:** CHS Services **Location:** Melville, NY **Department:** PFS **Category:** Administrative / Business Support **Schedule:** Full Time **Shift:** Day shift **Hours:** 8-4 **ReqNum:** 6035557 Catholic Health is an integrated health care delivery system with some of the region's finest health and human services agencies. CH includes six hospitals, three skilled nursing facilities, a regional home nursing service, and hospice. Under the sponsorship of the Diocese of Rockville Centre, CH serves hundreds of thousands of Long Islanders each year, providing care that extends from the beginning of life to helping people live their final years in comfort, grace and dignity.

Under the direction of the Customer Service & Patient Payments Supervisor, the Customer Service Representative will ensure customer satisfaction by providing timely and accurate information when responding to patient inquiries. The Customer Service Representative may also respond to and engage with outside vendors who provide customer services to patients.

The vendor liaison reports to the SBO Supervisor and oversees bad debt, statement processing, and agency manager vendor relationship. Troubleshoots vendor integration issues with IT, and vendor staff. The vendor liaison monitors vendor performance, and serves as the primary contact for all vendor-related issues.

**Responsibilities:**

* Resolves customer inquiries and complaints via phone, email, electronic work queues, reports, etc. by performing research and identifying solutions to customer issues.

* Takes and evaluates customer service escalations from outside vendors including researching disputed balances, write-off requests, patient payment plan issues, etc.

* Receives and processes inbound patient self-pay correspondence.

* Initiates outbound and receives inbound patient phone calls to investigate issues or verify account information.

* Documents information such as patient payment information, addresses, phone numbers, and account follow-up information in an accurate and detailed manner.

* Utilizes various software and technology to manage workloads and telephone calls.

* Manages large amounts of inbound and outbound calls and other assigned work in a timely manner.

* Cooperates and initiates communication with other organizational departments as necessary to resolve patient issues and complaints.

* Serves as a point of contact, as assigned, for third party vendor-related issues, including bad debt, early-out, statement processing, and other customer service-related vendors.

* Monitors vendor performance, as assigned, and ensures vendors meet or exceed organizational performance standards.

* Cooperates with vendors to communicate issues and goals, fostering cooperation necessary to achieve desired results.

**Requirements:**

* High School diploma or equivalent required with a minimum of two years' experience in healthcare billing, healthcare customer service, or a related field.

* Associate's or Bachelor's degree preferred.

* Basic computer skills and some experience in data entry, as well as ability to build fluency in multiple healthcare technology and accounts receivable systems.

* Microsoft Office proficiency

* Strong knowledge of medical insurance and healthcare billing, including knowledge of and adherence to HIPPA regulations, knowledge of third party operations, and knowledge of CPT, ICD10 utilized in medical billing and medical billing terminology.

* Ability to set priorities and work independently, exercising good judgment, and multi-task in a high stress, fast-paced service environment with patients, patient's family, insurance carriers, and leadership

* Ability to comply with procedural guidelines and instructions and to solicit assistance when situations arise that deviate from the norm.

* Excellent verbal and written communications skills in order to interact with all levels of customers both internal and external.

* Excellent customer service skills to work effectively with insurance carriers, patients, and colleagues.

* Ability to maintain professional conduct and good working relationships with staff, management, and payers, including handling upset or disgruntled callers.

* Analytical problem-solving skills and an attention to detail.

* Industry certification (AHIMA, HFMA, AAPC, etc.) preferred

* EMR experience (Epic preferred)

At Catholic Health your well-being comes first, with comprehensive compensation and benefits; our offerings go beyond the basics. In addition to multiple medical plans, life insurance, generous paid time off and flexible spending accounts, we also offer substantial tuition reimbursement, an employer funded pension plan and several savings plan options for your future.