Customer Service Representative-I (Medical Billing Customer Service Call Center ) _ PFS (Remote

48151 Livonia, Michigan Trinity Health

Posted today

Job Viewed

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Job Description

**Employment Type:**
Full time
**Shift:**
Day Shift
**Description:**
**POSITION PURPOSE**
Work Remote Position
(Pay Range: $18.8367-$28.2551)
The Customer Service Representative handles customer inquiries in a timely, professional manner to solicit customer satisfaction through the resolution of issue(s). Responds to inquires timely and accurately. They are responsible for triaging the call and electronically referring the account to the appropriate area for resolution. This individual validates and updates critical demographic and insurance data and forwards the revised information to the appropriate. Provides excellent customer service in not only resolving inquires, but assisting the customers navigate through the Ministry Organization and the billing process.
**ESSENTIAL FUNCTIONS**
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
Handles all inbound customer inquiries (telephone, fax, mail and web-based patient portal) and responds to customer requests with the highest level of customer quality possible:
+ Provides resolution to service requests when possible and refers the inquiry to the functional area if more extensive resolution is required.
+ Documents timely and accurately all contacts, issues, actions taken and results within the patient accounting system.
+ Transfers and escalates contacts, as appropriate based upon standard operating procedures.
Communicates with physicians and their office staff, Patient Access, Medical Records/Health Information Management, Utilization Review/Case Management, Managed Care, Ancillary and Nursing staff, as required to clarify customer service inquiries.
May prepare special reports as directed by the Manager to document billing and follow-up services (e.g., Number of contacts, contact issues/reasons, number of unresolved issues, etc.).
May serve as relief support, if the work schedule or workload demands assistance to departmental personnel. May also be chosen to serve as a resource to train new employees. Cross- training in various functions is expected to assist in the smooth delivery of departmental services.
Other duties as needed and assigned by the manager.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
**MINIMUM QUALIFICATIONS**
High school diploma or an equivalent combination of education and experience. Associate degree in accounting or business administration highly desired. Data entry skills (50-60 keystrokes per minutes). Past work experience of at least one year within a healthcare environment, performing customer service, financial counseling, and/or financial clearance is required. Knowledge of insurance and governmental programs, regulations and billing processes (e.g., Medicare, Medicaid, Social Security Disability, Champus, Supplemental Security Income Disability, etc.), managed care contracts and coordination of benefits is required. Working knowledge of medical terminology, anatomy and physiology, medical record coding (ICD-10, CPT, HCPCS), multilingual and basic computer skills are highly desirable.
Demonstrated call center experience with the ability to utilize voice/data equipment to fulfill customer expectations is strongly preferred.
Excellent communication (verbal and writing) and organizational abilities. Interpersonal skills are necessary in dealing with internal and external customers, including the ability to interpret customer requirements, recommend and take action to satisfy the customer's needs. Accuracy, attentiveness to detail and time management skills are required.
To successfully accomplish the essential job functions of this position, the incumbent will be required to work independently, read, write, and operate keyboard and telephone effectively.
Must be comfortable operating in a collaborative, shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
**PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS**
Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. Excellent problem solving skills are essential.
This position requires the ability to comprehend and retain information that can be applied to work procedures to achieve appropriate service delivery.
The greatest challenge in this position is to ensure that customer service activities are performed promptly and in an accurate manner to assist in order to reduce potential financial loss to the patient and the Ministry Organization. The incumbent must have a thorough knowledge of various insurance documentation requirements, the patient accounting system, and various data entry codes to ensure proper service documentation and billing of the patient's account.
Position operates in an office environment. Work area is well-lit, temperature controlled and free from hazards. The incumbent is subject to eyestrain due to the many hours spent looking at a CRT screen. The noise level is low to moderate.
Completion of regulatory/mandatory certifications and skills validation competencies preferred.
Must possess the ability to comply with Trinity Health policies and procedures.
**Our Commitment**
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran
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Customer Service Representative-I (Medical Billing Call Center Customer Service Representative) -...

48332 Farmington Hills, Michigan Trinity Health

Posted today

Job Viewed

Tap Again To Close

Job Description

**Employment Type:**
Full time
**Shift:**
Day Shift
**Description:**
**POSITION PURPOSE**
Work Remote Position
(Pay Range: $18.8367-$28,2551)
Performs day- to- day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. Serves as part of a Customer Service team at an assigned PBS location responsible for ensuring excellent customer satisfaction through timely, accurate and professional follow-up and resolution to customer complaints, problems, issues and general inquiries. This position reports to the Supervisor PFS Customer Service.
**ESSENTIAL FUNCTIONS**
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests and related functions as part of the revenue cycle process for an assigned PBS location.
Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems and general inquiries in a timely, responsive and efficient manner.
Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).
Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor.
Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor Customer Service.
Performs communication and follow-up processes related customer service and ensures such activities are submitted timely, tracked, trended and reported to key stakeholders.
Performs other duties as needed and assigned by the supervisor.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
**MINIMUM QUALIFICATIONS**
High school diploma or Associate's degree in Accounting or Business Administration or related field and successful completion of Trinity Health Trainee program as well as achievement of related program productivity and quality standards or at least one (1) year of experience and relevant knowledge of revenue cycle functions and systems working within a hospital or clinic environment, a health insurance company, managed care organization or other health care financial service setting, performing medical claims processing, financial counseling, financial clearance, accounting or customer service activities or an equivalent combination of education and experience. Experience in a complex, multi-site environment preferred.
Previous service/call center experience with the ability to respond to customer inquiries and expectations in a highly efficient and effective manner.
Excellent verbal and written communication skills and organizational abilities.
Strong interpersonal skills in interacting with internal and external customers, which includes the ability to interpret customer requirements and recommending appropriate actions to satisfy customer needs.
Accuracy, attention to detail and time management skills.
Ability to work independently and operate keyboard and telephone effectively.
Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
Completion of regulatory/mandatory certifications and skills validation competencies preferred
Must be comfortable operating in a collaborative, shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
**PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS**
This position operates in a typical office environment. The area is well lit, temperature controlled and free from hazards.
Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.
Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communication.
The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions.
Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
Must possess the ability to comply with Trinity Health policies and procedures.
_The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigne_ _d_
**Our Commitment**
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran
View Now

Customer Service Representative-I (Medical Billing Call Center Customer Service Representative) -...

48332 Farmington Hills, Michigan Trinity Health

Posted today

Job Viewed

Tap Again To Close

Job Description

**Employment Type:**
Full time
**Shift:**
Day Shift
**Description:**
**POSITION PURPOSE**
Work Remote Position
(Pay Range: $18.8367-$28.2551)
Performs day- to- day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. Serves as part of a Customer Service team at an assigned PBS location responsible for ensuring excellent customer satisfaction through timely, accurate and professional follow-up and resolution to customer complaints, problems, issues and general inquiries. This position reports to the Supervisor PFS Customer Service.
**ESSENTIAL FUNCTIONS**
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests and related functions as part of the revenue cycle process for an assigned PBS location.
Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems and general inquiries in a timely, responsive and efficient manner.
Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).
Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor.
Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor Customer Service.
Performs communication and follow-up processes related customer service and ensures such activities are submitted timely, tracked, trended and reported to key stakeholders.
Performs other duties as needed and assigned by the supervisor.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
**MINIMUM QUALIFICATIONS**
High school diploma or Associate's degree in Accounting or Business Administration or related field and successful completion of Trinity Health Trainee program as well as achievement of related program productivity and quality standards or at least one (1) year of experience and relevant knowledge of revenue cycle functions and systems working within a hospital or clinic environment, a health insurance company, managed care organization or other health care financial service setting, performing medical claims processing, financial counseling, financial clearance, accounting or customer service activities or an equivalent combination of education and experience. Experience in a complex, multi-site environment preferred.
Previous service/call center experience with the ability to respond to customer inquiries and expectations in a highly efficient and effective manner.
Excellent verbal and written communication skills and organizational abilities.
Strong interpersonal skills in interacting with internal and external customers, which includes the ability to interpret customer requirements and recommending appropriate actions to satisfy customer needs.
Accuracy, attention to detail and time management skills.
Ability to work independently and operate keyboard and telephone effectively.
Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
Completion of regulatory/mandatory certifications and skills validation competencies preferred
Must be comfortable operating in a collaborative, shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
**PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS**
This position operates in a typical office environment. The area is well lit, temperature controlled and free from hazards.
Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.
Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communication.
The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions.
Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
Must possess the ability to comply with Trinity Health policies and procedures.
_The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigne_ _d_
**Our Commitment**
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran
View Now

Customer Service Representative-I (Medical Billing Call Center Customer Service Representative - ...

48332 Farmington Hills, Michigan Trinity Health

Posted today

Job Viewed

Tap Again To Close

Job Description

**Employment Type:**
Full time
**Shift:**
Day Shift
**Description:**
**POSITION PURPOSE**
Work Remote Position
**Work Hours: 11:30 a.m. to 8:00 p.m. (EDT) - Monday thru Friday**
(Pay Range: $18.8367-$28.2551)
Performs day- to- day customer service activities within the hospital revenue operations of an assigned Patient Business Services (PBS) location. Serves as part of a Customer Service team at an assigned PBS location responsible for ensuring excellent customer satisfaction through timely, accurate and professional follow-up and resolution to customer complaints, problems, issues and general inquiries. This position reports to the Supervisor PFS Customer Service.
**ESSENTIAL FUNCTIONS**
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
Performs customer service activities handling various self-pay and insurance billing and collection inquiries, requests and related functions as part of the revenue cycle process for an assigned PBS location.
Assists patients in the resolution of billing issues, which may include setting up payment plans and responding to complaints, problems and general inquiries in a timely, responsive and efficient manner.
Provides detailed documentation and reports of customer complaints, issues, interactions, actions taken and results in appropriate system(s).
Tracks trends of customer service encounters and recommendations for resolutions of the issues and findings for the supervisor.
Resolves independently or escalates issues affecting customer complaints and issues to the Supervisor Customer Service.
Performs communication and follow-up processes related customer service and ensures such activities are submitted timely, tracked, trended and reported to key stakeholders.
Performs other duties as needed and assigned by the supervisor.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
**MINIMUM QUALIFICATIONS**
High school diploma or Associate's degree in Accounting or Business Administration or related field and successful completion of Trinity Health Trainee program as well as achievement of related program productivity and quality standards or at least one (1) year of experience and relevant knowledge of revenue cycle functions and systems working within a hospital or clinic environment, a health insurance company, managed care organization or other health care financial service setting, performing medical claims processing, financial counseling, financial clearance, accounting or customer service activities or an equivalent combination of education and experience. Experience in a complex, multi-site environment preferred.
Previous service/call center experience with the ability to respond to customer inquiries and expectations in a highly efficient and effective manner.
Excellent verbal and written communication skills and organizational abilities.
Strong interpersonal skills in interacting with internal and external customers, which includes the ability to interpret customer requirements and recommending appropriate actions to satisfy customer needs.
Accuracy, attention to detail and time management skills.
Ability to work independently and operate keyboard and telephone effectively.
Basic understanding of Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
Completion of regulatory/mandatory certifications and skills validation competencies preferred
Must be comfortable operating in a collaborative, shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
**PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS**
This position operates in a typical office environment. The area is well lit, temperature controlled and free from hazards.
Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.
Manual dexterity is needed in order to operate a keyboard. Hearing is needed for extensive telephone and in person communication.
The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions.
Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
Must possess the ability to comply with Trinity Health policies and procedures.
_The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigne_ _d_
**Our Commitment**
Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.
EOE including disability/veteran
View Now
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