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CUSTOMER SERVICE REP, PATIENT FINANCIAL SERVICES

Employer
Mercyhealth
Location
Janesville
Salary
Competitive

View more

Department/Skill highlights

+ Location: Mercyhealth - MercyCare Building, Janesville, WI

+ Customer Service Representative, Mercycare Building, Janesville, Days, 80hrs/2wks

Experience a rewarding and fulfilling career with Mercyhealth. Mercyhealth is committed to offering our partners a best place to work. Our unique workplace Culture of Excellence is built upon:

+ Employee engagement, empowerment and growth

+ Teamwork toward our common goal - providing exceptional health care services with a passion for making lives better

+ An atmosphere of caring and quality that cascades throughout the organization

Essential Duties and Responsibilities

+ Researches and performs audits on patient accounts to determine where balances are due, from third party payers or patient responsibility.

+ In-depth understanding of collection laws. Understands statement cycles, the bad debt process and how to balance files after the transfer process is complete.

+ Has in depth knowledge of community based, state or federal government programs to provide assistance to patients who have no ability to pay for their health care needs. Screens patients and provides assistance with completion of the application process.

+ Thorough understanding of how to identify if charges on a patient's account are correct. In depth understanding of what information is available to assist in the process, such as the medical record, Chartview, MPI, etc.

+ Familiar with managed care contract reimbursement rates. Understands terminology associated with contracts as well as familiar with the terminology and calculations used on a payment voucher and patient's explanation of benefits. Understands Medicare reimbursement of DRGs, APCs or physician fee schedules.

+ Responds to patient inquiries via in person, mail, phone and/or email. Sends "stat" requests to appropriate partner and works with partner as needed to resolve patient issue/question.

+ Responds to third party and patient requests on credit balances and initiates the refund process in the event monies are due back to the payer or patient.

+ Documents all patient encounters on appropriate patient account/claim utilizing notes. Ensures account is updated to accurately reflect the current status.

+ Serves as a liaison to all patient financial staff by maintaining good communication regarding any problems and/or resolutions to patient issues.

+ Handles complaints and grievances, ACD monitoring and creates reports for follow-up on an ad hoc basis. Education and Experience

+ High school diploma or equivalent required.

+ 2 - 3 years customer service experience preferred or 1 year customer service in medical field preferred

Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb; or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

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