Customer Service Specialist - FT

Time Type:

Full time

Hours per Pay Period:

80

Shift:

Day Shift 8-80

Minimum:

$20.86 USD

Maximum:

$30.96 USD(This represents the rate for an individual with significant experience in this job)

Department:

Patient Accounts

Current Bay Area Hospital Employee: If you are a current Bay Area Hospital employee, please apply through the Workday internal career site.

The future looks bright at Bay Area Hospital, and we are always searching for quality people to join our team. We offer a great atmosphere, competitive pay, a wide array of benefits, and many growth opportunities for our employees.

Job Description:

Customer Service Specialist

The Customer Service Specialist is the primary liaison between callers, walk-ins and the hospital billing department.  Customers may include patients, guarantors, insurance companies, providers and other departments. This position will field inquiries across a wide range of billing information for facility and professional claims billed by Bay Area Hospital. 

EXPECTATION FOR ALL EMPLOYEES

Support the organization’s mission, vision and values by adhering to the behavioral standards of Bay Area Hospital.  Comply with all laws and regulations affecting Bay Area Hospital.  Be familiar with and adhere to the Code of Conduct and support the Bay Area Hospital Compliance Program.  Effective communication skills and the ability work effectively with people from various backgrounds are critical.

POSITION SUMMARY

The Customer Service Specialist is the primary liaison between callers, walk-ins and the hospital billing department.  Customers may include patients, guarantors, insurance companies, providers and other departments. This position will field inquiries across a wide range of billing information for facility and professional claims billed by Bay Area Hospital. 

PRINCIPLE DUTIES AND RESPONSIBILITIES

(Essential job requirements listed in bold)

• Guides callers through established protocols and sequences of information gather and provides answers in a prompt, courteous and professional manner
• Quickly and accurately updates information in the computer system databases
• Provides follow through to callers by follow-up calls, assuring the caller is satisfied with information provided
• Assists patients/guarantors with claim status, payment, refund and payment option information
• Greets patients and visitors that present in person at the business office
• Serves a liaison between the patient, the billers, insurance representatives and third party vendors
• Processes credit balance accounts, as assigned
• Safeguards the confidentiality of patient’s protected health information in accordance with State and Federal (HIPAA) regulatory requirements, hospital and department policies
• Provides financial assistance information and assists with application and processing
• Provides administrative & clerical support with various business office functions, including preparing bank deposits, reconciling agency reports, preparing payment/adjustment batches, incoming and outgoing mail and answering phones
• Ensures compliance with established departmental and organizational policies and procedures
• Keeps workspace in a neat and organized way
• Works in the spirit of cooperation with other staff members and management
• Performs other duties as assigned

SKILLS AND ABILITIES

(Essential job requirements listed in bold)

• Demonstrates the ability to use a personal computer, office equipment and various software programs applicable to the position
• Demonstrates understanding of payer billing requirements and remittance advices
• Effective and professional communication skills, both verbal and written
• Exhibits the ability to maintain confidentiality, think and act independently with minimal supervision
• Ability to use initiative and judgment skills in carrying out responsibilities
• Organizational skills that promote the ability to work well without direct supervision, manage time effectively and appropriately prioritize multiple assignments to meet project deadlines
• Demonstrates the ability to analyze and solve complex system problems, and ability to prioritize, manage and implement complex projects
• Effective collaboration and communication with a variety of individuals, both internal and external, including multidisciplinary teams
• Ensures recommendations support adherence to all federal, state and other regulatory requirements.
• Maintains regular, consistent and punctual attendance at the assigned job location

EDUCATION/CERTIFICATIONS/LICENSES/DEGREES

(Essential job requirements listed in bold)

• High school graduate or equivalent required
• Associate’s or Bachelor’s degree preferred
• Healthcare, customer Service, change management, project management or process improvement certifications preferred

EXPERIENCE

(Essential job requirements listed in bold)

• Minimum of one year work experience in healthcare revenue cycle
• Minimum of two years’ work experience in healthcare revenue cycle, preferred
• Previous customer service experience a plus
• Experience with Epic, Soarian, EDM, MS4, ADT, claims, MIRA, DSG, Experian, Craneware or other revenue cycle solutions software
• Hospital & physician billing experience
• Experience with PowerPoint, Word and Excel preferred
• Experience with 837i or 837p and HIPAA transaction sets such as CPT/HCPCS, revenue codes, ICD9 or ICD10, CARC or CAS codes preferred

GENERAL INFORMATION

Union Affiliation:  UFCW

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities and job skills required. 

Physical/Mental/Environmental Requirements

• Requires extensive sitting with periodic standing and walking
• May be required to lift up to 20 pounds
• Requires significant use of personal computer, phone and general office equipment
• Needs adequate visual acuity, ability to grasp and handle objects
• Needs ability to communicate effectively through reading, writing, and speaking in person or telephone
• May require off-site travel

EXPECTATION FOR ALL EMPLOYEES

Support the organization’s mission, vision and values by adhering to the behavioral standards of Bay Area Hospital.  Comply with all laws and regulations affecting Bay Area Hospital.  Be familiar with and adhere to the Code of Conduct and support the Bay Area Hospital Compliance Program.  Effective communication skills and the ability work effectively with people from various backgrounds are critical.

POSITION SUMMARY

The Customer Service Specialist is the primary liaison between callers, walk-ins and the hospital billing department.  Customers may include patients, guarantors, insurance companies, providers and other departments. This position will field inquiries across a wide range of billing information for facility and professional claims billed by Bay Area Hospital. 

PRINCIPLE DUTIES AND RESPONSIBILITIES

(Essential job requirements listed in bold)

• Guides callers through established protocols and sequences of information gather and provides answers in a prompt, courteous and professional manner
• Quickly and accurately updates information in the computer system databases
• Provides follow through to callers by follow-up calls, assuring the caller is satisfied with information provided
• Assists patients/guarantors with claim status, payment, refund and payment option information
• Greets patients and visitors that present in person at the business office
• Serves a liaison between the patient, the billers, insurance representatives and third party vendors
• Processes credit balance accounts, as assigned
• Safeguards the confidentiality of patient’s protected health information in accordance with State and Federal (HIPAA) regulatory requirements, hospital and department policies
• Provides financial assistance information and assists with application and processing
• Provides administrative & clerical support with various business office functions, including preparing bank deposits, reconciling agency reports, preparing payment/adjustment batches, incoming and outgoing mail and answering phones
• Ensures compliance with established departmental and organizational policies and procedures
• Keeps workspace in a neat and organized way
• Works in the spirit of cooperation with other staff members and management
• Performs other duties as assigned

SKILLS AND ABILITIES

(Essential job requirements listed in bold)

• Demonstrates the ability to use a personal computer, office equipment and various software programs applicable to the position
• Demonstrates understanding of payer billing requirements and remittance advices
• Effective and professional communication skills, both verbal and written
• Exhibits the ability to maintain confidentiality, think and act independently with minimal supervision
• Ability to use initiative and judgment skills in carrying out responsibilities
• Organizational skills that promote the ability to work well without direct supervision, manage time effectively and appropriately prioritize multiple assignments to meet project deadlines
• Demonstrates the ability to analyze and solve complex system problems, and ability to prioritize, manage and implement complex projects
• Effective collaboration and communication with a variety of individuals, both internal and external, including multidisciplinary teams
• Ensures recommendations support adherence to all federal, state and other regulatory requirements.
• Maintains regular, consistent and punctual attendance at the assigned job location

EDUCATION/CERTIFICATIONS/LICENSES/DEGREES

(Essential job requirements listed in bold)

• High school graduate or equivalent required
• Associate’s or Bachelor’s degree preferred
• Healthcare, customer Service, change management, project management or process improvement certifications preferred

EXPERIENCE

(Essential job requirements listed in bold)

• Minimum of one year work experience in healthcare revenue cycle
• Minimum of two years’ work experience in healthcare revenue cycle, preferred
• Previous customer service experience a plus
• Experience with Epic, Soarian, EDM, MS4, ADT, claims, MIRA, DSG, Experian, Craneware or other revenue cycle solutions software
• Hospital & physician billing experience
• Experience with PowerPoint, Word and Excel preferred
• Experience with 837i or 837p and HIPAA transaction sets such as CPT/HCPCS, revenue codes, ICD9 or ICD10, CARC or CAS codes preferred

GENERAL INFORMATION

Union Affiliation:  UFCW

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position.  They are not intended to be an exhaustive list of all duties, responsibilities and job skills required. 

Physical/Mental/Environmental Requirements

• Requires extensive sitting with periodic standing and walking
• May be required to lift up to 20 pounds
• Requires significant use of personal computer, phone and general office equipment
• Needs adequate visual acuity, ability to grasp and handle objects
• Needs ability to communicate effectively through reading, writing, and speaking in person or telephone
• May require off-site travel

Compensation Grade:

UFCW

Compensation Grade Profile:

U042

Bay Area Hospital is an Equal Opportunity Employer.

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