Customer Service Rep at MedStar Health

| Baltimore, MD
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  • Job Summary
    • Responds to customer inquiries regarding patient accounts and assists in resolving issues and concerns.Maintains professional and courteous behavior to ensure positive image within the community served and to promote customer satisfaction. Assists management with the training of new hires. As a call center representative, it is expected that each representative logs on to the Openscape phone system daily.Contributes to the achievement of performance KPIs related to caller wait time, abandonment rate and average talk time. Contributes to and works in a team environment. Demonstrates dependability, self management, initiative, creativity, and problem solving abilities to improve the quality and efficiency of the department.
  • Minimum Qualifications
    • Education/Training
      • High School graduation or equivalent.
    • Experience
      • 3 years experience in patient accounting, customer service, or related field, or an equivalent combination of experience and college education.
    • Knowledge, Skills & Abilities
      • Detailed working knowledge and demonstrated proficiency in multiple payers application billing and/or collection process, with particular focus on billing specifications and contractual arrangements or multiple payers insurance verification and pre-certification guidelines. Basic working knowledge of the Corporate Financial Assistance Policy, the Corporate Billing and Collections Policy, UB04and/or 1500 billing. Excellent communication, analytical, interpersonal and organizational skills. Proficient use of hospital registration and/or billing systems, and Microsoft Word and Excel software applications.
  • Primary Duties and Responsibilities
    • Answers and resolves patient/guarantor inquiries received, via telephone, regarding patient's accounts within established standards for abandoned calls, duration of calls taken per representative, and the amount of time that patient is held in queue, etc.
    • Attends training sessions and workshops offered, to include but not limited to, CRCS Training, bulletin review, etc. Attends and successfully completes required Continuing Education Units (CEU) for the PFS Training Program. Completes annual mandatory training (SITEL) within defined time frame.
    • Contributes to the achievement of established department and Patient Financial Services goals and objectives, and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
    • Keeps abreast of regulatory and specific changes as it relates to UB04 and HCFA 1500 billing requirements and payer specific follow up.
    • Maintains daily performance benchmark standards as it pertains to answering and resolving patient/guarantor inquiries.
    • Maintains departmental QA standards within established error rate.
    • Meets team specific benchmarks as it applies to interdepartmental issues, special handling, and response time to customers.
    • Participates in PFS workgroups, staff meetings and work events.
    • Performs other duties as assigned.
    • Serves as a liaison between Patient Financial Services, patients, attorneys, etc., regarding patient accounts, charges, payment history, billing/registration errors, etc. Resolves problems and complaints, referring complex issues to Team Leader and/or Supervisor.
    • Successfully conducts and completes new employee training. New hire should be within departmental standards within 6 weeks based on audit results.
    • Updates electronic files to ensure proper documentation of inquiries and resolutions.
More Information on MedStar Health
MedStar Health operates in the Healthtech industry. The company is located in Columbia, MD. MedStar Health was founded in 1999. It has 10001 total employees. It offers perks and benefits such as Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and Mental Health Benefits. To see all 82 open jobs at MedStar Health, click here.
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