Customer Service-Patient Account Technician, Full-Time

Job Summary:
The Patient Account Technician/Customer Service representative is responsible for answering all incoming calls into the main number of Patient Financial Services in a timely and courteous manner.

Education:
Required:
High School graduate or equivalent.

Preferred:

Experience:
Required:
Previous customer service experience. Knowledge of insurance and collections. One to three years industry experience preferably in a hospital setting. Detail oriented, courteous and professional mannerism.

Preferred:

Position Requirement(s): License/Certification/Registration
Required:

Preferred:

Department Position Summary:
The Patient Account Technician/Customer Service representative is responsible for answering all incoming calls into the main number of Patient Financial Services in a timely and courteous manner. The representative will work both Hospital and Physician billing under the SBO (Single Billing Office) model. They must be able to communicate effectively to resolve the patient's account quickly and accurately. Representatives will be using Avaya CMS phone system to answer all incoming patient/guarantor calls. This includes using the appropriate policy and procedures provided to sign in and sign out of the phone lines appropriately.

Tasks include entering comments on patient accounts as to the nature of inquiry and resolution, adding insurance plans, mailing requested information to a variety of sources, requesting appropriate adjustments, requesting patient refunds, and collecting patient balances that are due. A representative must be familiar will insurance terminology such as coinsurance, copays, deductibles, contractual adjustments, explanation of benefits, and/or denials. They must also have a working knowledge of Erlanger Health System's discount and charity policy. Must always be courteous and a helpful communicator with a pleasing phone personality.

The customer service representative will work assigned work queues related to returned mail, disputed balances, returns from collection agencies, and any other assigned work queues. Review of telephone reports by manager/supervisor/coordinator on weekly basis are distributed and discussed as needed to include the number of incoming outgoing/transferred and abandoned calls. The representative will work with the coordinator/supervisor/manager to maintain the abandoned call rate at a minimum percentage as set by the Director of Patient Financial Services.