Customer Services Liaison - Patient Financial Services

HonorHealth is one of Arizona’s largest nonprofit healthcare systems, built on warmth and neighborly kindness. The Customer Services Liaison will be primarily responsible for managing patient billing inquiries and coordinating responses to patient complaints while promoting a positive and professional environment.

Responsibilities:

• The Customer Service Liaison is primary responsible for patient billing inquires
• The Liaison will coordinate patient related charge complaints and/or care complaints by documenting and responding to patient complaints and grievances within established guidelines, initiation of service recovery, identification of trends and reducing the risk of future complaints and/or system failures
• The Liaison will greet callers on the phone, in person, through digital communication or through MyChart
• The Liaison will request charity adjustments, prompt pay discount adjustments, service recovery compromise adjustments, and others for self-pay inventory
• Responsible for working assigned account and credit work queues
• Works with patients to set up payment arrangements within HonorHealth's established guidelines
• The staff member demonstrates sensitivity to the needs, care and concerns of patients and their families
• Promotes positive teamwork within and outside of department and among employees
• Exhibits HonorHealth values when dealing with patients, families, physicians, colleagues and others
• Always promotes a professional and collaborative environment and a positive approach to resolving patient concerns
• The staff member adheres to the network values, policies, and department operating policies while completing job duties
• Pro-actively identifies and provides for the customer's needs using appropriate quality service standards identified in the network mission, vision and values
• Manages the patient complaint process: Summarizes and communicates with hospital administration and/or departments as needed to resolve patient concerns
• Recommends suggested courses of action for given situation to resolve patient concern
• Follows up on open issues/complaints for resolution
• Promotes and actively follows process to allow patients to voice concerns
• Receives concerns from patients, families and others through email, MIDAS, MyChart and other Patient Financial Services billing systems
• Investigates and resolves patient’s concerns in a timely manner
• Provides follow up communication to patients regarding status on accounts needing further review
• Collaborates on best approach for resolving concerns; identifies potential trends
• Manages accounts with patient balances in Patient Financial Services billing systems
• Receives incoming calls and makes outbound calls along with handling inquiries through digital communications, through MyChart or in person requests
• Reviews patient’s accounts in all service areas
• Responsible for collection of patient liability, set up/monitor payment plans, detailed documentation on accounts and/or explain/offer financial assistance
• Review accounts for insurance updates, rebills or further insurance/coding review
• Process correspondence daily through Patient Financial Services billing systems
• Responsible for assigned account and credit WQs to keep at department benchmarks
• Performs a variety of clerical duties, including, but not limited to scanning, mailing, updating registration, release of information, balancing according to established polices
• Process correspondence daily through Patient Financial Services billing systems
• Assist patient walk-ins: Assists patients/customers with their questions and/or concerns timely and professionally
• Accepts and processes patient credit card payments
• Participates in training new Customer Service staff members
• Performs other duties as assigned or requested

Requirements:

• High School Diploma or GED
• 2 years experience with revenue cycle activities in a medical or hospital setting
• 5 years in customer service role
• Other some college, accounting courses or medical business office certificate program
• 2 years related experience in an acute hospital setting
• 5 years medical customer service or self pay collections, medical terminology course, basic computer skills