Job Description
Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region. Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates. The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time). Pay Range: $18.57 - $23.23 Scheduled Weekly Hours: 40 Position Overview Provides customer service for Hospital and Professional billing and is responsible for all incoming and outgoing calls related to balances due from patients. Also acts as the liaison between but not limited to; patient, guarantors, attorney offices, physician offices, hospital departments and payers. MINIMUM REQUIREMENTS Education: High school diploma or equivalent preferred. Experience: One year' previous customer service required. Hospital and/or Professional billing and collection experience preferred. Other Credentials Knowledge and Skills: Knowledge of Microsoft office. Good verbal and written communication skills. Strong customer service skills. Special Training Mental, Behavioral and Emotional Abilities: Usual Work Day: 8 Hours Reporting Relationships Does this position formally supervise employees? No If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager. ESSENTIAL FUNCTIONS Provides exceptional customer service that aims to improve patient and/or guarantor relations. Responsible for all incoming calls for both hospital and professional claims related to patient balances When necessary to engage either Hospital or Professional Billing Revenue Specialist, always provides details to the receiver of the call prior to transferring. Collects credit card payments over the phone and notes the account accordingly. Makes outgoing collection calls on self-pay patient accounts. Based on a rotating calendar, listens and responds to all messages left during the off hours and responds to emails sent to businessoffice@capitalhealth.org mailbox within 24 hours of receipt. Reviews all self-pay mail and takes necessary steps to resolve. Responsible for updating insurance and/or demographic information into the appropriate system as received. Responsible to retransmit claims once insurance information has been updated. Responsible for reviewing and adjusting charity care claims to zero (or appropriate amount based on approval percentage) that final billed on a daily basis. Reviews and stays current with assigned work lists daily to meet established productivity numbers. Pulls documentation for charity care audits assigned. Documents clear and concise notes in the billing system. Research thoroughly on any self-pay credit balance to see if the balance can be applied to another open account, when no other open balances, creates the patient refund. Perform other duties as assigned and adapt to changing departmental demands as needed. PHYSICAL DEMANDS AND WORK ENVIRONMENT Frequent physical demands include: Pinching/fine motor activities , Keyboard use/repetitive motion Occasional physical demands include: Standing , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Wrist position deviation Continuous physical demands include: Sitting , Talk or Hear Lifting Floor to Waist 20 lbs. Lifting Waist Level and Above 10 lbs. Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Accurate Color Discrimination, Accurate Depth Perception, Accurate Hearing Anticipated Occupational Exposure Risks Include the following: N/A This position is eligible for the following benefits: Medical Plan Prescription drug coverage & In-House Employee Pharmacy Dental Plan