SBO Customer Service Rep

UMass Memorial Medical Center is a premier health system in Central Massachusetts, seeking a Customer Service Representative to assist with patient inquiries regarding billing for hospital and physician accounts. The role involves responding to inquiries through various channels, processing patient correspondence, and collaborating with the revenue cycle team to resolve issues.

Responsibilities:

• Responds to patient/responsible party inquiries/requests for both physician and hospital accounts received via telephone, mail, email and in person by accessing the billing system
• Accesses other relevant vendor applications, such as internal and external databases to assist in the resolution of patient inquiries
• Operates within the protocols for a call distribution center
• Works assigned system work queues within established protocols
• Processes the patient correspondence patient voice mail, and patient emails for Single Billing Office
• Communicates with other areas of the revenue cycle to resolve patient inquiries
• Performs insurance eligibility and insurance updates, money transfers, account adjustments, reviewing of patient EOBs, processing of credit card phone payments, updates to demographic information, establishes payment plans, requests for patient refunds, and updates to guarantor information
• Handles walk-in patient inquiries on-site and in-person
• Documents all actions taken in billing system
• Completes daily statistic summary report
• Complies with established departmental policies, procedures and objectives
• Attends variety of meetings, conferences, seminars as required or directed
• Demonstrates use of Quality Improvement in daily operations
• Complies with all health and safety regulations and requirements
• Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors
• Maintains, regular, reliable, and predictable attendance
• Performs other similar and related duties as required or directed

Requirements:

• High School Diploma
• Three years of relevant work experience, including telephone customer service
• Knowledge of third party insurance and medical terminology
• Demonstrated ability to deal effectively with the public, physicians, and others, both inside and outside of the organization
• Computer skills
• Excellent customer service skills and demonstrated problem solving ability