JOB SUMMARY:  

Primarily responsible for providing effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of hospital admissions and outpatient services.

? Commitment To Excellence:  Demonstrates competence in expecting nothing less than “DOING THE RIGHT THING”.

ESSENTIAL FUNCTIONS:

• Greet and assist patients and visitors in a manner consistent with Hospital customer service guidelines.

• Assist patients when they call in with questions regarding their bills or when they want to make a payment.

• Advise patients regarding insurance coverage and estimate patient’s responsibility.

• Work with patients and potential patients to obtain Medicaid, Indigent or charity coverage.

• Work with patients to navigate Government Health Reform and its applicable programs.

• Make and answer calls relating to patient liability amounts and establish payment plans.

• Obtain verification of insurance coverage and benefits payable from insurance companies or other third party payers.

• Audits the collection report to ensure accuracy for pre bad debt placement of accounts.

• Correct address information as required by guarantor, patient, insurance companies, employers etc.  Communicate those changes as needed.

• Receives Bankruptcy notifications, places accounts on hold and works with the collection agency to relay the information for their files.

• Processes accounts for Deceased patients.

• Works with patients to obtain documents needed for their healthcare expenses for tax purposes.

• Negotiates with patients to obtain payment in full for their outstanding accounts.

• Works with Law Firms gathering information for them to process accounts.

• Maintains cash drawer for the Business Office.

• Monitor and work with Hospital Employees to resolve their personal accounts.

• Ensures and adheres to strict confidentiality when handling patient information, according to the HIPAA Privacy Act and hospital policies and procedures regarding confidentiality.  Complies with

all hospital information security practices.  Has knowledge of and adheres to all compliance regulations, policies and procedures.

ADDITIONAL RESPONSIBILITIES:

• Perform other duties as assigned.

KNOWLEDGE/SKILL/ABILITIES:

• Basic computer knowledge

• Basic medical terminology

• Good typing skills

AGE-RELATED COMPETENCIES: Demonstrates the basic knowledge and skills (cognitive, technical and interpersonal) necessary to identify age-specific patient needs appropriate for all age groups.

INFORMATION MANAGEMENT: Treats all information and data within the scope of the position with appropriate confidentiality and security.

RISK MANAGEMENT/QUALITY MANAGEMENT/SAFETY: Cooperates fully in all Risk Management, Quality Management, and Safety Activities and Investigations.

MINIMUM POSITION QUALIFICATIONS:

* Education – High school diploma or equivalent.

* Work Experience – Customer service experience preferred, good communication skills required.

* Training – N/A

* License/Certification – N/A

ENVIROMENTAL CONDITIONS: Work environment consists of daily patient contact, which may include exposure to blood, or other body fluids.