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Customer Svc Representative

Company: Beaumont Hospitals
Location: Southfield
Posted on: May 3, 2021

Job Description:

General Summary: The Customer Service Analyst will be responsible for customer service inbound and outbound calls. Documentation within the Business Services Center with our patients.

Essential Duties:

* Ensure quality and customer service standards are achieved with every contact, every time.
* Understanding of the revenue cycle and the responsibility and goals of each area and how they impact the revenue cycle.
* Outbound calling to patients regarding bills.
* Customer service inbound calls, resolving patient issues.
* Setting up payment plans based on set guidelines.
* Documents all necessary elements; reason for call, and action taken in the electronic medical record per patient revenue management policy.
* Apply corrections to patient demographics, charges, adjustments and payments or when needed forwards to the appropriate department for correction.
* Identify and provide communication and education on trends identified.
* Demonstrates working knowledge of all appropriate billing forms, UB04, 1500 or state specified forms.
* Working knowledge of federal, state, local and intermediary specific billing requirements to ensure appropriate follow-up is completed and/or notifies appropriate person of missing or incomplete requirements.
* Maintains knowledge of methods of billing, laws, or hospital rules related to patient revenue including but not limited to TCPA, 501R, and FDCPA.
* Identifies and communicates to immediate supervisor any issues and provides necessary documentation to provide education to the appropriate department.
* Work Independently.
* Organizes work/resources to accomplish objectives and meet deadlines.
* Maintains a professional image and provides excellent customer service.
* Attends department meetings and education sessions.
* Meets/exceeds performance expectations within required timeframes.
* Practices and adheres to the "Code of Conduct" philosophy and Mission and Values statement.
* Supports special projects as requested.
* Adheres to all Beaumont Health Business Services Policies and Procedures.
* Performs other duties as assigned.

Standard Qualifications

* High School Diploma or GED required.
* Must be detail oriented.
* Strong organizational skills.
* Good communication skills.

Other Qualifications:

* Communication - communicates clearly and concisely, verbally and in writing.
* Customer orientation - established and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
* Interpersonal skills - able to work effectively with other employees, patients and external parties.
* PC skills - demonstrated proficiency in Microsoft Office applications and others as required.
* Policies and Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems.
* Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.
* Technology skills - requires knowledge of computer systems, operating systems, networks and common software packages available to support database and spreadsheet applications. General knowledge of relevant system support and troubleshooting.

Keywords: Beaumont Hospitals, Southfield , Customer Svc Representative, Other , Southfield, Michigan

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