To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.
The Customer Experience Representative for Corporate Professional Business Services (CPBS) responds to a wide range of customer calls and correspondence regarding third party coverage to ensure that patient accounts reflect accurate information. Calls will be regarding EOBs, establishing payment plans, discussing refunds with patients, discussing balances due and specific items. Must be able to handle an extremely heavy volume of patient calls and analyzes third party information (i.e. including eligibility periods, coverage information, etc.) provided and determines which of the patient's accounts it applies to. Complies with all HIPPA verification procedures to ensure that information is provided to the correct party. Takes appropriate action to resolve account balances while ensuring the CPBS's image of good customer relations is maintained at the highest level. Discusses patient payment options and obtains credit card payments from patients over the telephone. Sets up payment plan arrangements for patients. Advises patient of Free Care and sliding scale options. Researches and investigates patient inquiries in order to direct them to the correct source for resolution.
High school Diploma or GED required. Associate Degree in business related field preferred.
One (1) to two (2) years' experience in healthcare revenue cycle required, including a minimum of one (1) year customer service experience. Experience in a Call Center environment a plus.
Exemplary customer service skills; analytical skills; and excellent oral/written communication skills with ability to communicate complex requirements across clinical and financial disciplines. Demonstrates resourcefulness to accomplish many tasks and balances multiple priorities. Comprehensive PC proficiency, keyboarding and the capability to navigate various software and spreadsheet systems. Good working knowledge of third party insurance carriers (i.e. Blue Cross, Medicare, Managed Care and Indemnity) and their billing and reimbursement requirements preferred. Epic experience a plus. Spanish Speaking preferred.