Customer Service Representative - FT

POSITION PURPOSE: The Front Desk Customer Service Representative is responsible for providing excellent customer service by assisting patients and family members with account, payment and billing concerns.

ESSENTIAL FUNCTIONS AND BASIC DUTIES: Supervisory-Specific Performance Expectations, Duties, and Responsibilities: o N/A Position-Specific Performance Expectations, Duties, and Responsibilities: o Greeting patients in person and on the phone in a friendly and courteous manner. o Ability to work with all members of the financial team to assist with patients accounts. o Efficiently verifying mailing address, contact phone number, insurance and other demographic information. o Evaluates patient accounts for Bad debt status, reaches out to patient to set up payment plans. o General understanding of Patient Accounts to help patient understand bills and insurance payments. o Discuss any financial obligation and set up payment plans or payment arrangements with patient prior to admission or discharge. o Analyze financials and establish payment arrangements on high dollar deductible plans, co-pays and self-pay accounts. o Works closely with Insurance verification/ Eligibility function and Case management/UR/ Discharge planner to ensure smooth financial transition for the patient. o Effectively, navigate EMR to find proper documentation and forms. o Accurately update patient's information in EMR system. o Must meet established productivity and quality guidelines. o Provides estimated quotes for prompt pay discount or time of service discount. o Post payments of cash and prepare end of day cash drawer receipts to accounting. o Answer incoming phone calls and walk-ins from patients, physicians and other sources related to financial questions. o Correctly and professionally document financials and patient interactions within EMR for financial clearance and counseling. o Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. o Relief/Back-up for Financial Counselor as needed. o Attends all applicable workshops o Responsible to monitor supervisor directed indicators. o Follow communication, expectations, and guidelines and polices. o Follow CHOICE Behavioral Standards. o Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI. o Perform other duties as assigned. Occasional weekend work to support special events.

Organization-Specific Performance Expectations, Duties, and Responsibilities: o Demonstrates 100% commitment to performance in accordance with the CHOICE values of MRH and representing the organization in a positive and professional manner. o Establishes and maintains effective verbal and written communication and good working relationships with all patients, staff, and vendors. o Adheres to MRH attire/dress code per policies and procedures. o Utilizes initiative; strives to maintain a steady level of productivity; self-motivated; and manages activity and time. o Completes annual education, training, in-service, and licensure/certification requirements; and attends departmental and organizational staff meetings or reads meeting minutes. o Maintains patient confidentiality at all times. o Reports to work on time as scheduled; completes work within designated timeframes. o Actively participates in departmental and organizational performance improvement and continuous quality improvement activities. o Strives to uphold regulatory requirements to ensure continual compliance with departmental, hospital, state, and federal regulations and policies. o Follows policies and procedures for infection control, safety, and risk management to ensure a safe environment for patients, the public, and staff. QUALIFICATIONS: Minimum Requirements: o Must be at least 16 years of age (21 for driving positions with a valid driver's license). o Must be able to legally work in the United States. o Must be able to pass a background check. o Must be able to pass a drug screen and breath alcohol test (if applicable). o Must complete employee health meeting. Required Education/Licensure/Certification: o Current BLS certification (or must be obtained within 90 days). o High School Diploma or equivalent preferred o Unencumbered License/Certification (if applicable) Experience: o Familiar with Medical Terminology helpful. o Past knowledge of all Microsoft Office products. o Bilingual preferred. o Follow CHOICE Behavioral Standards. o Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI.

Position Classification: Non-exempt Compensation Range: $19.16 to $26.81 Benefits: Medical, Dental, Life, Retirement, Paid Time Off