Job Description Summary:
The Customer Service Representative owns a portfolio of accounts within Excalibur’s Client Partner’s Self Pay, Self-Pay After Insurance and/or Payment Plan Accounts Receivable.
This position is responsible for the rapid, compliant and patient-centric resolution of balances and the maximization of Excalibur’s Client Partner’s financial performance.
Additionally, this role is responsible for fielding inbound phone calls, either in support of the Client’s Call Center functional area, or in the course of following up on assigned Self Pay account balances. The Customer Service must field calls in a professional, patient-centric manner that balances speed and efficiency with empathy, accuracy and the creation of a thorough, positive patient experience.
Key Tasks and Deliverables:
- Fields Inbound Patient Calls
- Fields Insurance Carrier, Attorney and Non-Self Pay related Inbound Calls.
- Manages assigned inventory through the proper and timely cycling of Dispositional Segments within Excalibur or the Client’s software solution(s).
- Consistently meets the Total Touches per Day target (for both Patients and Guarantors) as determined by the assigned Segment of A/R and other Client nuances and considerations.
- Accurately sets up Payment Plans with Patients per Client guidelines.
- Secures Payments and Partial Payments with Patients per Client guidelines.
- Performs Account research and resolution on Self Pay, FAP and Insurance topics in timely and results oriented fashion.
- Consistently documents all Patient encounters in Hospital’s source system and/or Excalibur’s workflow solution.
Performs initial assessments for Financial Assistant Program (s) per Client guidelines.
Skill Sets and Experience:
- Patient-Centric Customer Service.
- Empathy.
- Multi-system toggling and organizational efficiency.
- Documentation, written and verbal communication.
- Proficiency in Microsoft Office Products including Word, PowerPoint and Excel.
- HIPAA and related Privacy and Security Acts and Regulations.
- Excellent Communication Skills and an ability to connect with, patients, leaders and staff.
- Team Player.
- Passion for Healthcare.
Education:
-High School Diploma or equivalent is required for this position.
Job Type: Full-time
Pay: $16.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
