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Customer Service-Patient Account Technician - Patient Financial Services - Full-time

Erlanger Medical Center Chattanooga, TN
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Job Description

Description

 
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.  Tasks also include entering comments on patient accounts as to the nature of the inquiry, adding insurance plans, mailing requested information to a variety of sources, requesting medical records when needed and rotating at the receptionist are on a weekly basis which includes lunch relief. Tasks also include reviewing and sorting all incoming correspondence and routing to the different collectors and or areas as needed. The receptionist area duties include walk ins and directing personnel to various departments within the building, accepting patient payments in various forms, accepts and distributes packages delivered by Fed Ex, UPS, etc. Receives paid in full checks from the bank and documents payments. Deposit is made ready daily for Cash Posting which takes deposit to bank.  Credit card information is received, transmitted for payment, balanced and logged. Review of telephone reports by supervisor on daily/weekly basis are distributed and discussed as needed to include the number of incoming/outgoing/transferred and abandoned calls. While working at the Receptionist area, the Customer Service representative will not only be assisting  walk ins but is also required to answer incoming calls within the department with a minimum of 25 calls per day. A summary is to be turned in at the end of each week which entails patient walk ins, other walk ins, credit card payments, check payments, roll over calls, time for credit card report, time for daily cash report and deliveries. 

Education:
High school graduate or GED.

Experience:
Previous experience with heavy volume of incoming calls preferred, customer service background a plus.  Knowledge of insurance and collections helpful. Must always be a courteous and helpful communicator, with pleasing phone personality and ability to resolve or refer calls quickly and effectively.
One to three years industry experience  preferably in a hospital setting.  Insurance knowledge preferred.  Must be proven to communicate effectively to resolve collection of patient accounts quickly and accurately.  Detail oriented, courteous and professional mannerism.

Licensure:
None

Core Competencies:
Documents accounts appropriately, only necessary facts to work accounts.
Researches issues timely and responds to patient or payors as quickly as possible.
Works independently, utilizing time wisely to minimize in between call downtime.
Consistently demonstrates commitment to quality and customer satisfaction.
Self directed at all times, taking responsibility for work load without direct supervision. 
Maintains office equipment and reports malfunctions. 
Resolves as many calls as possible, transferring only when necessary.
Answers each call in a helpful, courteous manner, using effective listening skills to resolve calls as quickly as possible.
Consistently demonstrating effective communication skills, interacting appropriately with patients, third parties and other departments. 
Directs outsourced accounts to proper staff when necessary.
Promotes teamwork and commitment to quality in all actions.
Notifies supervisor of any problems on accounts or within the patient account system.
Rotates at the receptionist are on a weekly basis which includes lunch relief.
Summaries are turned in at the end of each week which entails patient walk ins, other walk ins, credit card payments, check payments, roll over calls, time for credit card report, time for daily cash report and deliveries. 
Sorts all incoming correspondence and routing to the different collectors and or areas as needed. 
Receives paid in full checks from the bank and documents payments. 
Deposit is made ready daily for Cash Posting which takes deposit to bank.
Credit card information is received, transmitted for payment, balanced and logged.
While working at the Receptionist area, the Customer Service representative will not only be assisting  walk ins but is also required to answer incoming calls within the department with a minimum of 25 calls per day.

Job Details

Date Posted August 11, 2017
Date Closes November 9, 2017
Requisition 19390
Located In Chattanooga, TN
SOC Category 00-0000.00
Location