Job Description

Customer Service Representative is responsible for managing large amounts of inquiries regarding patient’s accounts including phone calls, email correspondence and direct interaction. Must be capable of listening to customer service issues and offer a quick and accurate assistance to the customer. Customer Service Specialist will act as a liaison between our organization and its customers. Maintain a good working knowledge of medical billing and customer service skills.

Essential Job Duties:

1. Answers incoming calls regarding patient billing questions/concerns, and departmental inquiries.
2. Communication with insurance companies as the need arises
3. Entering and/or updating of patient information into the computer system.
4. Ensures customer satisfaction and assists with any issues/concerns with patient bills
5. Post patient payments and related adjustments to appropriate accounts
6. Implements patient payment arrangements in-house or with the appropriate vendor
7. Protects patient’s rights by maintaining confidentiality of personal and financial information.
8. Responsible for maintaining a high level of professionalism with patients and working to establish a positive rapport with every patient.
9. Maintains operations by following policies and procedures; reporting needed changes
10. Contributes to team effort by accomplishing related results as needed
11. Holds certification as a CPFSS (Certified Patient Financial Services Specialist)

Secondary Job Duties That May be Reassigned:

1. Performs other duties as assigned by the Patient Account Supervisor or Directors of Revenue Cycle

Job Specifications:

• Education High School graduate, associate’s degree preferred
• Experience 1-3 years of experience in a customer service role preferred. Must obtain certification as a CPFSS (Certified Patient Financial Services Specialist) after hiring. Education provided. Insurance knowledge and terminology, understanding of medical terminology, knowledge of CPT, HCPCS, and ICD10 coding, knowledge of medical billing and collection practices, proficient in spelling, grammar, punctuation, and other language skills. Proficient in keyboarding, data entry, and business writing. Ability to convey a positive and professional image to patients and employees. Maintain composure in high pressure situations.