Customer Services Coordinator

Requisition #: 438506
Location: Johns Hopkins Health System, Baltimore, MD 21201
Category: Clerical and Administrative Support
Work Shift: Day Shift
Work Week: Full Time
Weekend Work Required: No
Date Posted: Feb. 28, 2022

Join an amazing global healthcare organization!

Excellent compensation package!

Awesome benefits, including dependent tuition reimbursement!

Requisition #: 438506

Location:
Johns Hopkins Hospital

3910 Keswick Road

Baltimore, MD 21211

Shift:

Full Time (40 hours)

Day Shift 8:00pm - 4:30pm

Weekend Work Not Required

Non-Exempt

Position Summary:

Reporting to the Customer Service Manager and/or Supervisor; the Customer Service Coordinator will be responsible for responding to customers billing requests and inquiries; researching and providing resolution of customer service related issues.
Critical to this position is the ability to understand and navigate healthcare technology databases in order to make appropriate decisions regarding claims, patient records, and provide data, and/or financial determinations. The Customer Service Coordinator must possess the ability analyze customer accounts accordingly and provide an accurate explanation of account balances billed to patient. Position requires the
ability to evaluate and secure appropriate financial resources to maximize reimbursement to Health System.
The Customer Service Coordinator must have knowledge of billing and collection guidelines related to all third party regulations as well as Johns Hopkins Medicine Managed Care contracts. This position requires patient, family, employer, and insurance contact; therefore, excellent telephone and customer service skills required.
The Customer Service Coordinator works as team member and positively accepts change throughout the Health System while establishing relationships at all facilities and be familiar with each institution's computer environment and payer contracts as needed.

Education:

High school diploma or equivalent.

Required Work Experience:

1-2 years of call center or health care experience.

Knowledge, Skills and Abilities:

• Requires adequate math skills.
• Requires knowledge of the Maryland reimbursement and regulatory environment so as to ensure compliance with State regulations regarding patient and insurance billing issues.
• Some knowledge of medical terminology, in addition to ICD-9 and CPT codes.
• Knowledge of the Johns Hopkins Health System or other Healthcare related policies and procedures, preferred.
• Work requires moderate level of customer responsiveness with some telephonic experience.
• Knowledge of medical terminology and medical coding.
• Comprehension of the Johns Hopkins Health System or other Healthcare related policies and procedures, preferred.
• Requires knowledge of accounting principles that directly impact the accounts receivable, including debit and credit transactions; charge transfers; contractual allowances and adjustments.
• Requires knowledge in specific payer or customer service processes for account resolution and/or completes consistent high volume of customer service calls completely and accurately according to department standards.
• Requires working knowledge of insurance regulations, managed care practices, regulatory agencies, and alternative funding sources.
• Requires knowledge of billing, collection, and telecommunications software.
• Intermediate in Microsoft Office.
• Must possess and demonstrate excellent verbal and written communications skills in order to interact with all levels of customers both internally and externally.
• Work requires handling member and/or provider calls which includes answering and documenting calls
• into the Customer Service Call Tracking System.
• Work requires adequate interpersonal skills as required to handle sensitive and confidential
• information requires problem-solving skills under moderate supervision.
• Work requires knowledge of phone monitoring and staff scheduling.
• Work requires the ability to understand, interpret, evaluate and resolve complex Customer Service issues with minimal supervision.
• Work requires organizational skills in order to manage multiple tasks.
• Requires ability to use initiative and judgment to identify, analyze and solve complex problems.
• Requires ability to complete payer specific details necessary to ensure accurate coordination of benefits resulting in accurate reimbursement.
• Requires ability to communicate clearly and concisely both verbally and in writing with peers, superiors, payers, physicians, ancillary departments, patients, external businesses, regulatory agencies, and the general public.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.

We are committed to providing a healthy and safe environment for our patients, visitors and staff members. The Johns Hopkins Hospital has a tobacco-free at work policy. Employees must refrain from using any tobacco products during their work shifts - including while at lunch or on breaks, and whether they are on or off campus.