Customer Service Specialist II

Summary

• Position Summary
  • Follows established policies and procedures while performing a wide variety of individual tasks relating to customer service. Main function is to respond promptly to customer inquiries by telephone, electronically or face to face. Position is required to handle patient advocate calls. Responsible for Patient Account emails, along with Attorney letters.

    - Bad debt and 501 R letters

    - Avadyne, Collections and Risk Management Liaison

    - Patient disputes

    - Reports and spreadsheets

    - Demonstrates well developed telephone etiquette

    - Has adaptability

    - Have Initiative

    - Processes incoming correspondence to include bankruptcy notification

    - Familiar with Financial Assistance Process and communicate to patient

    - Passport, Price Estimator, IPayX, and Paynav

    - Other duties as assigned
• Education
  • High School Diploma of Business - Preferred
• Experience
  • 2-3 Years Hospital Patient Accounts - Preferred
  • A minimum of one or two years of clerical experience utilizing knowledge of office procedures, organizational and computer skills is required. . Provides support to outside vendors. 
  • Prior experience working in a medical setting and diverse population is desired
  • Prior customer service experience is preferred.
• License & Certification
  • None Required
• Core Job Functions
  • Resolves patient account problems in a positive manner within established timeframes. Provides feedback to the caller with established timeframes. Documents all actions taken.
  • Keeps abreast of Health System services in order to provide correct, current information. Refers callers to the appropriate party if unable to provide the information.
  • Assures there is proper authorization to release PHI (Personal Health Information). Provides patients with requested itemized bills within established timeframes.
  • Mails Financial Assistance applications in a timely manner. Correctly answers questions about the Financial Assistance Program. Assists patients in the completion of the application.