Customer Service Rep

Company: Hackensack Meridian Health
Location: Eatontown
Posted on: May 28, 2023

Job Description:

Customer Service Rep
HMH HOSPITALS CORPORATION Tinton Falls Requisition #2023-128246 ShiftDay StatusFull Time with Benefits Weekend WorkNo Weekends Required HolidaysNo Holidays Required On CallNo On-Call Required Shift Hours8 a.m. - 4:30 p.m. Address100 Tormee Dr, Tinton Falls, 07724
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Overview
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Customer Service Representative, under the direction of the Customer Service Supervisor, is responsible for all customer service related inquiries across the Hackensack Meridian Health (HMH) network. Responsible for resolutions via telephone, correspondence, and direct patient contact, and for all assigned responsibilities that assist the Patient Accounting Department's departmental goals.
Responsibilities
A day in the life of a Customer Service Representative at Hackensack Meridian Health includes:

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  Handles a minimum of 250 inbound ACD call center phone calls for all self-pay accounts on a weekly basis.
  
  
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  Performs timely resolution of patient inquiries/complaints, via telephone, in person, or in writing, utilizing EPIC, TD Bank Portal, Commerce Bank Portal, CISCO phone portal, e-Premis, Navinet, PEAR portal, Expresso, Trust Commerce Portal, TD Bank Correspondence Portal, HRSA Portal, PCG Portal, Oconco Portal, Accounts Payable System.
  
  
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  Reconciles insurers' payment to explanation of benefits to determine patients' responsibility, and performs comparison to managed care contract for accuracy.
  
  
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  Provides financing solutions for patients including developing payment plan options, communicating to the patients, and implementing those plans, in line with pre-established goals.
  
  
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  Performs financial screening for uninsured or minimally insured patients to determine the next phase of customer care.
  
  
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  Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.) to ensure clear understanding.
  
  
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  Works closely with the Department of Consumer Affairs in order to achieve optimal patient satisfaction.
  
  
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  Investigates all billing issues with appropriate internal and external departments to ensure accuracy.
  
  
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  Assists with NJ State reporting via PCG system to correct claims and update State system.
  
  
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  Implements the proper activity/CDM codes for the processing of any medical record request/coding change or audit request received from insurance companies, attorneys, audit companies, etc.
  
  
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  Sends written correspondence to patients advising of actions needed or responses to inquiries.
  
  
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  Sends itemized bills and other documentation to patients and insurance companies when needed.
  
  
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  Processes all return mail in a timely manner by contacting patients, physician offices, and patient's employer, and exhausts all efforts to secure and update with accurate information.
  
  
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  Assists with vendor invoicing as needed.
  
  
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  Responds to all inquiries and correspondence from attorneys, collection agencies, and patients while the account is in bad debt.
  
  
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  Other duties and/or projects as assigned.
  
  
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  Adheres to HMH Organizational competencies and standards of behavior.
  
  
  Qualifications
  Education, Knowledge, Skills and Abilities Required:
  
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    High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
    
    
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    Minimum of 1 year of experience in customer service.
    
    
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    Exceptional customer care skills, including but not limited to active listening, compassion, written and verbal communication skills, and a professional phone voice.
    
    
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    Strong time management and decision making skills.
    
    
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    Possesses a true customer/patient first attitude, and a passion for assisting customer/patients by delivering a positive patient experience on every contact.
    
    
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    Excellent computer and analytical skills.
    
    
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    Strong attention to detail. 8. Outstanding work ethic and strong adherence to shift schedule
    
    
    Education, Knowledge, Skills and Abilities Preferred:
    
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      Associates degree or two years of college from an accredited college or university.
      
      
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      In depth knowledge of the revenue cycle. (third party follow up, reconciliation, billing and other key areas of patient financial services)
      
      
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      Experience in analysis of accounts in a hospital or physician environment.
      
      
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      Knowledge of medical terminology, hospital systems, and insurance processes.
      
      
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      Computer skills preferably including but not limited to Microsoft Office and/or Google Suite platforms.
      
      
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      Bilingual in English/Spanish a plus.
      
      
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      Prior hospital finance/billing experience is a plus.
      
      
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      Prior call center environment experience is a plus.
      
      
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      Prior collection experience is a plus.
      
      
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      EPIC experience.
      
      
      Licenses and Certifications Required:
      
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      • Successfully pass EPIC assessment completion within 30 days after Network access granted.
        
        If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
        Our Network
        Hackensack MeridianHealth(HMH) is a Mandatory COVID-19 and Influenza Vaccination Facility
        As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.
        Apply (https://careers-hackensackmeridianhealth.icims.com/jobs/128246/login)
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Keywords: Hackensack Meridian Health, New York , Customer Service Rep, Hospitality & Tourism , Eatontown, New York