Customer Service Specialist - Remote Eligible

Customer Service Specialist

The Single Billing Office (SBO) at St. Charles Health System (SCHS) provides revenue cycle services to our multi-hospital and medical group organization focusing on billing, collecting, and posting revenue. The goal of the SBO is to deliver a delightful, transparent, and seamless experience to patients and customers that capture and collect the revenue earned by SCHS in a quality, efficient and timely manner. Services include but are not limited to: billing insurance claims, posting insurance and patient payments, resolving insurance denials, collecting unpaid insurance claims, maintaining payer contracts in the EMR, resolving under and over payments, identifying and resolving payer issues, processing refunds, processing financial assistance applications, billing patients, resolving patient accounts including patient questions, and vendor management: lockbox, clearinghouse, early out, collection agencies.

The St. Charles Customer Service Specialist is responsible for delivering quality customer service, receiving, reviewing and resolving patient billing concerns, performing financial assistance tasks, and assisting with other departmental duties. The Specialist must be comfortable working autonomously, be highly organized, and have excellent communication skills. This position does not directly manage any other caregivers.

Essential Functions and Duties:

• Answers incoming customer service phone calls.
• Communicates effectively with a wide range of customers, using strong interpersonal/public relations and time management skills.
• Enters clear and concise documentation in the patient health information system.
• Reviews/works both customer service and financial assistance reports and queues.
• Conducts financial interviews with patients/responsible parties to determine guarantor's ability to pay, financial assistance eligibility, and payment plan options.
• Completes presumptive financial assistance screenings in alignment with all applicable policies, procedures and regulatory guidelines.
• Answers inquiries from external entities, law firms, third party collection agencies and other departments received via in-basket, mail, fax, phone and email.
• Maintains productivity and quality standards.
• Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
• Provides and maintains a safe environment for caregivers, patients and guests.
• Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
• Supports the vision, mission and values of the organization in all respects.
• Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.
• May perform additional duties of similar complexity within the organization, as required or assigned.

Education:

• Required: High School diploma or GED
• Preferred: Additional high school or college courses up to one year in medical terminology and office practices preferred.

Licensure/Certification/Registration:

• Required: N/A
• Preferred: Certified Healthcare Financial Professional (CHFP), Certified Revenue Cycle Representative (CRCR), Certified Specialist Account and Finance (CSAF), Certified Specialist Payment and Reimbursement (CSPR), Registered Health Information Technician (RHIT), Certified Coding Specialist Physician Based (CCS-P), Certified Coding Associate (CCA), Certified Coding Specialist (CCS), Certified Outpatient Coder (COC), Certified Inpatient Coder (CIC), Certified Professional Coder (CPC), Certified Professional Biller.

Experience:

• Required: One year experience in data processing, word processing, accounting, or health care clerical work required.
• Preferred: N/A

Personal Protective Equipment:

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

Physical Requirements:

• Continually (75% or more): Sitting, keyboard operation, use of clear and audible speaking voice and the ability to hear normal speech level.
• Frequently (50%): Standing, lifting 1-10 pounds, grasping/squeezing.
• Occasionally (25%): Bending, reaching overhead, carrying/pushing or pulling 1-10 pounds.
• Rarely (10%): Walking, stooping/kneeling/crouching, climbing stairs.
• Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 11-50 pounds, operation of a motor vehicle, ability to hear whispered speech level.

Exposure to Elemental Factors:

• Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category:

No Risk for Exposure to BBP

Schedule Weekly Hours: 40

Caregiver Type: Regular

Shift: First Shift (United States of America)

Is Exempt Position? No

Job Family: SPECIALIST PATIENT FINANCIAL SERVICES

Scheduled Days of the Week: Monday-Friday

Shift Start & End Time: Typically 8 a.m. to 4:30 p.m.