Customer Service Rep - CBO Customer Service - Full Time - Remote
: Job Details :

Single Billing Office Customer Service Representative

ProMedica is a mission-driven, not-for-profit health care organization headquartered in Toledo, Ohio. It serves communities across nine states and provides a range of services, including acute and ambulatory care, a dental plan, and academic business lines. ProMedica owns and operates 10 hospitals and has an affiliated interest in one additional hospital. The organization employs over 1,300 health care providers through ProMedica Physicians and has more than 2,300 physicians and advanced practice providers with privileges. Committed to its mission of improving health and well-being, ProMedica has received national recognition for its clinical excellence and its initiatives to address social determinants of health.

The Single Billing Office customer service representative serves as an ambassador for patients who are calling in with inquiries regarding their physician, hospital, home health or hospice billing statement. SBO CS representatives work in the EPIC Resolute Billing system to resolve any issues while ensuring patient satisfaction. They are expected to consistently uphold the ProMedica standards of providing excellent customer service and first contact resolution.

Accountabilities:

Serves as a preliminary contact for ProMedica patients by greeting them over the phone in a pleasant and professional manner according to the customer service policy.

Ensures that accurate demographic and payor information is reflected in the billing system.

Obtains verification of patient insurance benefits as needed, identifying enrollment issues, and analyzing available coverage.

Identifies deductibles, out-of-pocket expenses, co-payments, and other items that are payor driven.

Processes credit card and check by phone payments for services rendered.

Screens patients for financial assistance when applicable per policy guidelines.

Advises patients on a variety of issues related to insurance/benefits and recommends resolutions within guidelines.

Informs and educates patients regarding issues identified at the time of reimbursement assessment.

Uses EPIC Resolute Billing System to process adjustments and claims according to the revenue cycle policy.

Assists with payment arrangements for patients according to payment plan policy.

Identifies and recommends process improvements related to current operating procedures.

Other duties as assigned.

Location: Remote

Education: High school diploma or equivalent

Skills: Must have the ability to multi-task in a fast-paced environment. Must be able to understand directions and be able to communicate and respond to inquiries; requires excellent interpersonal skills and teamwork. Must be able to input and retrieve information from computer; must have previous experience with personal computers and office applications. Must have an impeccable attendance record. Must be able to interpret complex medical data from a variety of sources and explain it to patients in an effective way that is easily understood.

Years of Experience: Must have medical billing or customer service experience in a physician, hospital, home health or hospice environment.

Salary Range: $31,200-$66,560

We offer a competitive benefits package with coverage effective day one of employment which includes medical, dental, vision, company paid life insurance, paid time off, a 401k retirement plan, an employee assistance program and other voluntary coverage options and employee discounts.

Must reside in 60 miles of Toledo, OH.

The above list of accountabilities is intended to describe the general nature and level of work performed by the incumbent; it should not be considered exhaustive.

ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit www.promedica.org.

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category.

In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact ...@promedica.org.

Equal Opportunity Employer/Drug-Free Workplace