Position Status:

Shift:

Hours per week:

Job Information
Exemption Status: Non-Exempt

A Brief Overview
Under direction, responsible for professionally interacting with customers including patients, physicians and other staff members to thoroughly and promptly research and resolve all inquiries and customer service problems. In addition, assists with other duties as assigned. These activities are completed following established policies and procedures, and in compliance with Joint Commission, Medicare, Payer contracts, HIPAA, regulatory agencies and the organization's Code of Conduct.

Education Qualifications

• High School Diploma / GED Required
• Associate's Degree Preferred

Experience Qualifications

• 3 years Experience in healthcare financial services, healthcare registration services or related healthcare experience. Required

Skills and Abilities

• Working knowledge of basic medical terminology. (Preferred proficiency)
• Detailed knowledge of major third-party billing and contract requirements. (Preferred proficiency)
• Keyboarding skill or typing skill of at least 30 wpm. (Preferred proficiency)

What you will do

• Understands technical primary and secondary billing requirements for third party payers and contracts. Understands the Medical and Clinical services provided by the organization.
• Ensures customer concerns are processed in compliance with organization's policies while maintaining the highest level of patient and employee rights, including confidentiality of patient information and personnel issues.
• Researches and resolves account balance discrepancies. Thoroughly and promptly researches customer inquiries for proper resolution.
• Negotiates financial resolution through proper sequencing of resolution options and the patient’s ability/willingness to pay. Appropriately identifies and completes charity screening process in a timely manner.
• Promptly follows up with appropriate parties to effectively resolve customer questions and problems.
• Determines priority of daily processing work and effectively completes work as assigned.
• Identifies and notifies management of customer service issues and potential process/system problems that cause billing and payment errors and assists in improvement implementation as requested.
• Demonstrates a good working knowledge of all applicable processes within PFS.
• Reads and comprehends correspondence from government and third-party payers to keep abreast of new regulations, policies and billing and payment requirements.
• 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 distributes to appropriate staff.
• Accurately calculates and communicates patient and insurance liabilities for all payer types.
• Exhibits a positive attitude with a professional and pleasant demeanor when communicating with all customers and providing information.
• Supports and upholds the organization's philosophy of customer service.
• Consistently uses diplomacy and respect both in person and when using the telephone, and performs effectively and professionally under stressful conditions.
• Recommends organization and departmental improvements based on appropriate customer concerns.

Travel Requirements

• 10% onsite meetings

Required for All Jobs

• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

Patient Facing Options

• Position is Not Patient Facing

Remote Work Guidelines

• Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.
• Stable access to electricity and a minimum of 25mb upload and internet speed.
• Dedicate full attention to the job duties and communication with others during working hours.
• Adhere to break and attendance schedules agreed upon with supervisor.
• Abide by Stormont Vail’s Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.

Remote Work Capability

• Hybrid

Scope

• No Supervisory Responsibility
• 
  
• No Budget Responsibility No Budget Responsibility

Physical Demands

• Balancing: Rarely less than 1 hour
• Carrying: Rarely less than 1 hour
• Crouching: Rarely less than 1 hour
• Eye/Hand/Foot Coordination: Occasionally 1-3 Hours
• Feeling: Rarely less than 1 hour
• Grasping (Fine Motor): Occasionally 1-3 Hours
• Grasping (Gross Hand): Occasionally 1-3 Hours
• Handling: Occasionally 1-3 Hours
• Hearing: Continuously greater than 5 hours
• Kneeling: Rarely less than 1 hour
• Lifting: Rarely less than 1 hour up to 25 lbs
• Pulling: Rarely less than 1 hour up to 25 lbs
• Pushing: Rarely less than 1 hour up to 25 lbs
• Reaching (Forward): Rarely less than 1 hour up to 25 lbs
• Reaching (Overhead): Rarely less than 1 hour up to 25 lbs
• Repetitive Motions: Continuously greater than 5 hours
• Sitting: Continuously greater than 5 hours
• Standing: Rarely less than 1 hour
• Stooping: Rarely less than 1 hour
• Talking: Continuously greater than 5 hours
• Walking: Rarely less than 1 hour

Working Conditions

• Dusts: Rarely less than 1 hour
• Noise/Sounds: Rarely less than 1 hour

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.