Customer Service Rep at UMM Health in Worcester, MA Worcester Business Center

Job description

• Responsible for responding to and resolving varied inquires/requests received via telephone, mail, email, and in person from patients regarding their bills for both hospital and physician accounts.

Responsibilities

• 1. Responds to patient/responsible party inquiries/requests for both physician and hospital accounts received via telephone, mail, email and in person by accessing the billing system.
• 2. Accesses other relevant vendor applications, such as internal and external databases to assist in the resolution of patient inquiries.
• 3. Operates within the protocols for a call distribution center.
• 4. Works assigned system work queues within established protocols.
• 5. Processes the patient correspondence patient voice mail, and patient emails for Single Billing Office.
• 6. Communicates with other areas of the revenue cycle to resolve patient inquiries.
• 7. Performs insurance eligibility and insurance updates, money transfers, account adjustments, reviewing of patient EOBs, processing of credit card phone payments, updates to demographic information, establishes payment plans, requests for patient refunds, and updates to guarantor information.
• 8. Handles walk-in patient inquiries on-site and in-person.
• 9. Documents all actions taken in billing system.
• 10. Completes daily statistic summary report.
• 1. Complies with established departmental policies, procedures and objectives.
• 2. Attends variety of meetings, conferences, seminars as required or directed.
• 3. Demonstrates use of Quality Improvement in daily operations.
• 4. Complies with all health and safety regulations and requirements.
• 5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
• 6. Maintains, regular, reliable, and predictable attendance.
• 7. Performs other similar and related duties as required or directed.

Requirements

• II. Position Qualifications:
• 1. High School Diploma
• 1. Three years of relevant work experience, including telephone customer service.
• 2. Knowledge of third party insurance and medical terminology.
• 3. Demonstrated ability to deal effectively with the public, physicians, and others, both inside and outside of the organization.
• 4. Computer skills. Excellent customer service skills and demonstrated problem solving ability.
• Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.
• Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

Skills

Required

• Telephone customer service
• Knowledge of third party insurance
• Medical terminology
• Computer skills
• Excellent customer service skills
• Problem solving ability

Benefits

• Non-Exempt
• $20.94 - $29.27
• (based on a full time schedule of 40 hours per week).
• Please note that the final offer will vary based on scheduled hours. Compensation for part-time or reduced schedules will be prorated based on scheduled weekly hours, experience, skills, qualifications, and internal equity considerations.