Requisition #: 184582
Title: Customer Service Representative - SBO
Department: Patient Financial Services
Posting Date: Sep 04, 2018
Shift Length: 8 hours
Location: UMass Memorial Health Care 306 Belmont St, Worcester, MA
UMass Memorial Health Care is the largest health care system in Central Massachusetts. We are the clinical partner of UMass Medical School, with access to the latest technology, research and clinical trials. Our health care system includes four hospitals:
In addition to our fully equipped medical centers, our system also includes home health and hospice programs, behavioral health programs and community-based physician practices.
Responsible for responding to and resolving varied inquires/requests received via telephone, mail, email, and in person from patients regarding their bills for both hospital and physician accounts.
High School Diploma required. Three years of relevant work experience, including telephone customer service.
Knowledge of third party insurance and medical terminology. Demonstrated ability to deal effectively with the public, physicians, and others, both inside and outside of the organization. Computer skills. Excellent customer service skills and demonstrated problem solving ability.
Responds to patient/responsible party inquiries/requests for both physician and hospital accounts received via telephone, mail, email and in person by accessing the billing system.
Accesses other relevant vendor applications, such as internal and external databases to assist in the resolution of patient inquiries.
Operates within the protocols for a call distribution center.
Works assigned system work queues within established protocols.
Processes the patient correspondence patient voice mail, and patient emails for Single Billing Office.
Communicates with other areas of the revenue cycle to resolve patient inquiries.
Performs insurance eligibility and insurance updates, money transfers, account adjustments, reviewing of patient EOBs, processing of credit card phone payments, updates to demographic information, establishes payment plans, requests for patient refunds, and updates to guarantor information.
Handles walk-in patient inquiries on-site and in-person.
Documents all actions taken in billing system.
Completes daily statistic summary report.
Complies with established departmental policies, procedures, and objectives.
Attends variety of meetings, conferences, seminars as required or directed.
Demonstrates use of Quality Improvement in daily operations.
Complies with all health and safety regulations and requirements.
Performs other similar and related duties as required or directed.
All responsibilities are essential job functions.
Umass Memorial Health Care