Customer Service Representative - Customer Service - FT - Day

Customer Service Representative

A Brief Overview : The Customer Service Representative plays a critical role in the healthcare revenue cycle by providing exceptional service to patients, families, providers, and internal teams. This position is responsible for resolving billing, payment, and insurance-related inquiries across multiple communication channels, while ensuring compliance with healthcare regulations and organizational policies.

Essential Job Duties :

• Respond to incoming calls, emails, and in-person inquiries to assist patients, families, and providers with billing, payment, and account-related concerns.
• Explain in depth to patients what their responsibility is (i.e. : deductible, co-insurance, copayments).
• Promptly follow up with appropriate parties to effectively resolve customer questions and problems.
• Maintain professionalism and empathy in all interactions.
• Accurately process payments, set up payment plans.
• Accurately apply uninsured, prompt pay, and ministry discounts in accordance with policy and productivity standards.
• Thoroughly research and resolve identified payment discrepancies in a timely manner including identifying and correcting posting errors (i.e. money applied to wrong account).
• Consistently and accurately documents accounts with activities as needed in a timely manner.
• Verifies accuracy of patient demographic and insurance information with patient or family members, documents and updates as necessary.
• Pre-screen patients for financial assistance or charity programs, provide applications, and respond to related inquiries in a timely and compassionate manner.
• Verify insurance eligibility, benefits, and network status.
• Coordinate multiple coverages and ensure compliance with Medicare, Medicaid, and other federal healthcare regulations.
• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health.
• Performs other duties as assigned.

Qualifications :

Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications : race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.

Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.