Customer Service Coordinator II- Healthcare Billing Call Center

Johns Hopkins Medicine is a not-for-profit academic health system dedicated to providing high-quality patient healthcare. The Customer Service Coordinator II will support a fast-paced healthcare billing call center by handling patient inquiries, resolving billing and insurance issues, providing financial guidance, and maintaining accurate patient and account records.

Responsibilities:

• Handles customer inquiries and complaints, ensures quality level of customer satisfaction
• Verifies patient insurance information and assists with pre-authorization processes
• Ensures correct patient demographics and insurance information has been captured in the hospital billing system
• Advises patients/family regarding their financial obligations and concerns once claims are adjudicated
• Ensures that incoming call volumes are processed expeditiously, and all accounts have been properly documented
• Sets up contracts, auto payments, and secures promissory notes, as required by policies

Requirements:

• Only applicants working from MD, DC, VA, PA, DE or FL will be considered
• Must have the ability to multi task- talk and type while on the phone with patients
• Good written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy
• Completes basic to moderately complex business support assignments; work involves minimal problem resolution
• Strong attention to detail and self-directed to consistently ensure data integrity and accuracy
• Uphold ethical principles by maintaining confidentiality, ensuring informed consent, and making decisions that prioritize the well-being of both patients and staff
• Work seamlessly within diverse teams, bringing together professionals from various disciplines to provide patient-centered care and achieve collective goals
• Ensures the implementation of company policies in their daily tasks, identifies potential risks in their scope of work, and reports any breakdown in controls to the supervisor
• Intermediate proficiency and experience using Microsoft Office Package (Excel, PowerPoint, Word, Outlook)
• High School Diploma/GED or equivalent (Required)
• 2+ years of experience in customer support coordination (Required)
• Navigate rapidly changing situations, from evolving patient needs to technological advancements, by remaining flexible, continuously learning, embracing new challenges, and quickly recovering from setbacks