Customer Service Rep

Job Details

Customer Service Rep

Department: Patient Financial Services

Usual Schedule: M - F 8am

• 5pm

Regions: Carle Foundation

On Call Requirements: NA

Job Category: Clerical/Admin

Work Location: Carle at The Fields

Employment Type: Full

• Time

Nursing Specialty:

Job Post ID: 41766

Secondary Job Category:

Experience Requirements: 1 - 3 Years

Weekend Requirements: NA

Education Requirements: HS Diploma/GED

Shift: Day

Location: Urbana, IL

Holiday Requirements: NA

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Check out this job opening for Carle Providers: Customer Service Rep Check out this job opening for Carle Providers: Customer Service Rep

Job Description

JOB SUMMARY:

Responsible for researching, resolving, documenting, and responding to inquiries related to patient accounts from patients, insurance companies, attorneys, public agencies, internal departments, employers, and third party payers. Responsible for reviewing and calculating pre-determinations and charge estimates.

Assists patients with setting up payment arrangements. Processes and posts all payments including required time of service payments. Collects outstanding accounts receivables.

Provides financial counseling for charity and assists with application process. Responsible for cash bag balancing. Completes commercial disability and Family Medical Leave Act (FMLA) forms.

EDUCATIONAL REQUIREMENTS

None Required

CERTIFICATION & LICENSURE REQUIREMENTS

Notary certification may be required.

EXPERIENCE REQUIREMENTS

One year customer service experience required and/or one year customer service experience in health care preferred. General computer knowledge related to Microsoft Office applications such as Word, Excel, and Outlook. Knowledge in office based technology i.e. computer, copier, fax, and scanner. etc.

ADDITIONAL REQUIREMENTS

• Notary certification may be required

SKILLS AND KNOWLEDGE

Must demonstrate tact and diplomacy in interpersonal interactions. Credit and collection experience preferred.

Requires strong oral and written communication skills. Display high standard of confidentiality. Ability to work proficiently within multiple systems.

Handle high volume of work and have the ability to multitask under demanding conditions. Attention to follow-through. Appropriately react and maintain composure during confrontational situations.

Keyboard minimum of 40 words per minute. Ability to easily accept and implement change.

ESSENTIAL FUNCTIONS:

• Identifies and corrects billing errors and insurance discrepancies. Researches, resolves, documents, and responds to all patient account inquiries generated from telephone, walk-in, MyCarle or written correspondence. This is for internal and external customers and includes all billing entities for Carle.

• Identifies and resolves insurance set up errors to facilitate accurate and timely billing and payment processing.

• Performs financial counseling and assists patients in setting up payment arrangements on outstanding accounts receivable, processes and posts payments, as well as collects payments for time of service patients. Assists patients in the process of applying for and/or setting up Carle Financial Assistance program, prompt pay discount, payroll deduction, and recurring credit card payments.

• Prepares and provides estimates for services to patients.

• Responsible for cash bag balancing.

• Completion of commercial disability and FMLA forms (various by location).

• Monitors and files claims to drug assistance companies.

• Performs other duties as assigned.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.

We believe that enables us to better meet our mission and values while serving customers throughout our communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances.

Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com. Positions are not available for remote work in the state of Colorado.

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for Medical or Religious exemption will be permitted.

Illinois Required Notices

• Your Rights Under Illinois Employment Laws

Federal Required Notices

• Employee Rights under FLSA

• OSHA

• Employee Rights under FMLA

• EEO It's The Law

• Pay Transparency Nondiscrimination Provision

• Employee Polygraph Protection Act

• Your Rights under USERRA