Riverside Healthcare
Job Type
Full-time
Description
The Customer Service I position at Riverside Healthcare embodies the organization's mission by addressing patient billing inquiries with dignity and respect, regardless of the patient's ability to pay. This role acts as the primary resource for patients, providing essential information and guidance on all billing and payment-related matters and demonstrates flexibility with assignments within professional scope/duties/licensure.. The Customer Service I is responsible for answering all incoming phone lines, managing a high volume of patient calls, and ensuring effective communication of Riverside's policies, including collection at time of service. This role also involves aiding patients in understanding their hospital and physician bills and handling correspondence from insurance companies
Essential Duties
Phone and In-Person Support: Respond to a high volume of patient calls daily, providing timely resolution of billing matters through active listening and thorough investigation of account history and transactions. Manage incoming telephone lines and walk-in customers, performing financial counseling and collection at time of service. Billing and Payment Guidance: Effectively communicate complex health insurance billing requirements, such as out-of-network coverage, billing limitations, co-insurance, deductible provisions, and explanation of benefits. Aid patients in understanding hospital and physician bills, and correspondence from insurance companies. Policy Communication: Clearly explain Riverside's collection at time of service policy and identify patients with financial needs. Provide accurate and timely information regarding Riverside's charity care and collection practices. Correspondence Handling: Identify and prioritize correspondences requiring urgent attention (STAT requests) and forward them to the appropriate Customer Service II representative. Ensure accurate and timely posting of all incoming correspondence and mail returns. Payment Processing: Cover the cashier office as needed, including scheduled days off and unplanned absences. Collect payments for various facility departments, prepare documentation to record transactions or receipts, count and verify money or change, and reconcile and balance cash drawers at the end of the day. Resource Utilization: Maintain knowledge of resources available to assist with various types of telephone inquiries, including charge problems, patient complaints, and marketing campaigns. Use these resources efficiently to address patient concerns. Customer Service Excellence: Demonstrate excellent guest relation skills, including both verbal and written communication, to assist beneficiaries and their agents in comprehending provider bills and related correspondence. Non-essential Duties
Assist with departmental special projects and initiatives as needed. Perform other patient account duties as assigned. Requirements
Preferred Experience:
Experience in customer service with a strong background in insurance preferred. Collection experience is advantageous. Familiarity with medical terminology is preferred. Demonstrated excellent guest relation skills, including both verbal and written communication. Ability to work independently and manage multiple tasks in a fast-paced environment. Proficiency in PC and keyboarding skills Required Licensure/Education:
High school graduate or equivalent required. Preferred Education:
Ability to manage multiple tasks and priorities in a fast-paced environment. Proactive, self-motivated, and detail-oriented. Proven ability to manage high volumes of calls and complex billing inquiries. Proficiency in using office equipment, Microsoft applications.
Employee Health Requirements:
Exposure to:
Chemicals: None
Video Display Terminals: Extreme
Blood and Body Fluids: None
TB or Airborne Pathogens: None
Sensory requirements (speech, vision, smell, hearing, touch):
Speech: Needed for presentations/training, telephone communication, facilitate meetings.
Vision: Needed to read memos and literature.
Smell: N/A
Hearing: Needed for telephone communications, meetings, and listening to employee concerns.
Touch: Need to write, do computer entry, filing.
Activity/Lifting Requirements:
Shift: Days
Percentage of time during the normal workday the employee is required to:
Sit: 85%
Twist: 0%
Stand: 5%
Crawl: 0%
Walk: 5%
Kneel: 0%
Lift: 2%
Drive: 0%
Squat: 1%
Climb: 0%
Bend: 1%
Reach above shoulders: 1%
The weight required to be lifted each normal workday according to the continuum described below:
Up to 10 lbs: Occasionally
Up to 20 lbs: Occasionally
Up to 35 lbs: Not Required
Up to 50 lbs: Not Required
Up to 75 lbs: Not Required
Up to 100 lbs: Not Required
Over 100 lbs: Not Required
Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.):
Lifting is not usually required.
Repetitive use of hands (Frequency indicated):
Simple grasp up to 10 lbs.
Normal weight: 5- 10lbs frequent
Pushing &pulling: Normal weight
Fine Manipulation: Terminal entry, calculator.
Repetitive use of foot or feet in operating machine control: None
Environmental Factors & Special Hazards:
Environmental Factors (Time Spent):
Inside hours: 40
Outside hours : 0
Temperature: Normal Range
Lighting: Average
Noise levels: Average
Humidity: Normal Range
Atmosphere: Dust &Poor Ventilation
Special Hazards: Protective Clothing Required: None
Salary Description
$19.95/hr - $23.89/hr
Full-time
Description
The Customer Service I position at Riverside Healthcare embodies the organization's mission by addressing patient billing inquiries with dignity and respect, regardless of the patient's ability to pay. This role acts as the primary resource for patients, providing essential information and guidance on all billing and payment-related matters and demonstrates flexibility with assignments within professional scope/duties/licensure.. The Customer Service I is responsible for answering all incoming phone lines, managing a high volume of patient calls, and ensuring effective communication of Riverside's policies, including collection at time of service. This role also involves aiding patients in understanding their hospital and physician bills and handling correspondence from insurance companies
Essential Duties
Phone and In-Person Support: Respond to a high volume of patient calls daily, providing timely resolution of billing matters through active listening and thorough investigation of account history and transactions. Manage incoming telephone lines and walk-in customers, performing financial counseling and collection at time of service. Billing and Payment Guidance: Effectively communicate complex health insurance billing requirements, such as out-of-network coverage, billing limitations, co-insurance, deductible provisions, and explanation of benefits. Aid patients in understanding hospital and physician bills, and correspondence from insurance companies. Policy Communication: Clearly explain Riverside's collection at time of service policy and identify patients with financial needs. Provide accurate and timely information regarding Riverside's charity care and collection practices. Correspondence Handling: Identify and prioritize correspondences requiring urgent attention (STAT requests) and forward them to the appropriate Customer Service II representative. Ensure accurate and timely posting of all incoming correspondence and mail returns. Payment Processing: Cover the cashier office as needed, including scheduled days off and unplanned absences. Collect payments for various facility departments, prepare documentation to record transactions or receipts, count and verify money or change, and reconcile and balance cash drawers at the end of the day. Resource Utilization: Maintain knowledge of resources available to assist with various types of telephone inquiries, including charge problems, patient complaints, and marketing campaigns. Use these resources efficiently to address patient concerns. Customer Service Excellence: Demonstrate excellent guest relation skills, including both verbal and written communication, to assist beneficiaries and their agents in comprehending provider bills and related correspondence. Non-essential Duties
Assist with departmental special projects and initiatives as needed. Perform other patient account duties as assigned. Requirements
Preferred Experience:
Experience in customer service with a strong background in insurance preferred. Collection experience is advantageous. Familiarity with medical terminology is preferred. Demonstrated excellent guest relation skills, including both verbal and written communication. Ability to work independently and manage multiple tasks in a fast-paced environment. Proficiency in PC and keyboarding skills Required Licensure/Education:
High school graduate or equivalent required. Preferred Education:
Ability to manage multiple tasks and priorities in a fast-paced environment. Proactive, self-motivated, and detail-oriented. Proven ability to manage high volumes of calls and complex billing inquiries. Proficiency in using office equipment, Microsoft applications.
Employee Health Requirements:
Exposure to:
Chemicals: None
Video Display Terminals: Extreme
Blood and Body Fluids: None
TB or Airborne Pathogens: None
Sensory requirements (speech, vision, smell, hearing, touch):
Speech: Needed for presentations/training, telephone communication, facilitate meetings.
Vision: Needed to read memos and literature.
Smell: N/A
Hearing: Needed for telephone communications, meetings, and listening to employee concerns.
Touch: Need to write, do computer entry, filing.
Activity/Lifting Requirements:
Shift: Days
Percentage of time during the normal workday the employee is required to:
Sit: 85%
Twist: 0%
Stand: 5%
Crawl: 0%
Walk: 5%
Kneel: 0%
Lift: 2%
Drive: 0%
Squat: 1%
Climb: 0%
Bend: 1%
Reach above shoulders: 1%
The weight required to be lifted each normal workday according to the continuum described below:
Up to 10 lbs: Occasionally
Up to 20 lbs: Occasionally
Up to 35 lbs: Not Required
Up to 50 lbs: Not Required
Up to 75 lbs: Not Required
Up to 100 lbs: Not Required
Over 100 lbs: Not Required
Describe and explain the lifting and carrying requirements. (Example: the distance material is carried; how high material is lifted, etc.):
Lifting is not usually required.
Repetitive use of hands (Frequency indicated):
Simple grasp up to 10 lbs.
Normal weight: 5- 10lbs frequent
Pushing &pulling: Normal weight
Fine Manipulation: Terminal entry, calculator.
Repetitive use of foot or feet in operating machine control: None
Environmental Factors & Special Hazards:
Environmental Factors (Time Spent):
Inside hours: 40
Outside hours : 0
Temperature: Normal Range
Lighting: Average
Noise levels: Average
Humidity: Normal Range
Atmosphere: Dust &Poor Ventilation
Special Hazards: Protective Clothing Required: None
Salary Description
$19.95/hr - $23.89/hr