Under the direct supervision of the Business Office Manager, the Customer Care Specialist is responsible for providing product and service information, resolving product and service problems, and serving customers in general.
1.Provide professional and courteous service to all "customers" of Ogden Clinic. Customers include all patients of Ogden Clinic and its affiliates, providers, administration, employees, co-workers, insurance company representatives, and all other vendor representatives.
2.Meet behavioral expectations and support the dignity of all persons. Also responsible for the stewardship of resources.
3.Ensure applicable regulatory requirements are complied with and follow guidelines that maintain safety for oneself, patients, visitors, and co-workers.
4.Study, understand, and adhere to all Clinic Policies and Procedures.
5.Maintain an adequate level of productivity, as defined with Manager.
ESSENTIAL JOB FUNCTIONS:
1.Maintain patient records by updating account information.
2.Resolve service problems by clarifying the patients complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
3.Confirm patient insurance eligibility and/or benefits.
4.Post patient payments to proper accounts.
5.Answer incoming phone calls and provide customer service to patients inquiring about account related questions.
6.Set up and maintain budget plans with patients.
7.Correct outdated addresses in eClinicalWorks patient account and maintain address log.
8.Discuss and educate patients on various services offered by the Clinic and methods of payment for those services, including but not limited to Medicare, Medicaid, Insurance, and Private Pay.
9.Make appropriate adjustments to patient accounts in accordance with Clinic policies.
Promptly respond to patient inquiries.
Work accounts in an accurate and timely manner processing all payments, collections, refunds, and necessary adjustments.
1.Assist with special projects as needed.
2.Maintain confidentiality of patient records and employee/co-worker information.
1.EDUCATION: High School Diploma or general education degree (GED).
2.LANGUAGE SKILLS: Able to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, EOB's, and Insurance Claims forms.
3.Effectively manage multiple tasks simultaneously.
4.Computer knowledge with experience in basic word processing and spreadsheet programs required.
5.General office equipment and procedure knowledge helpful.
6.At least 1 year of medical office billing and collections experience preferred.
1.Must maintain a positive "can-do" attitude.
2.Must effectively participate as a team member with department and its practices.
3.Must protect confidential information, records, and/or reports.
4.Must communicate effectively in a professional and courteous manner.
5.Must have good organizational skills.
1.Requires prolonged sitting.
2.Requires some bending, stooping, lifting, and stretching for files and supplies.
3.Requires manual dexterity sufficient to operate a keyboard and other office equipment.
4.Must possess all physical abilities necessary to perform the job.
5.Noise level is moderate with constant business office computers, printers, telephones, etc.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature and intensity of the job.