Customer Service Representative

• Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner
• Manages a high volume of inbound calls, answers patient inquiries, and determines the appropriate path for resolution and follow-up
• Demonstrates excellent customer service and expertise to patients, guarantors, and other external and internal contacts through oral and written communication
• Responds to and documents all patient and internal inquiries regarding hospital and professional visits in the patient billing platform
• Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and is able to evaluate the most appropriate route for account resolution
• Reads, interprets, and understands various differing insurance correspondence including both explanation and coordination of benefits
• Demonstrates a basic understanding of varying different reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both the Physician Billing and Hospital Billing landscape
• Demonstrates a basic understanding of the standard healthcare coding methodologies, including, but not limited to CPT, HCPCS and ICD-10
• Performs all clerical functions required to complete a request using available information and resources
• Performs appropriate updates to insurance coverage, demographic information and contact information in patient billing system
• Performs analysis of the responsible party's outstanding balance and provides consultative services to establish the most efficient and effective account resolution
• Prompts guarantors to pay outstanding balances over the phone using a credit or debit card, provides the lockbox mailing address for physical checks or initiates monthly payment arrangements for patients through Advocate Health's third-party partner
• Responsible for meeting and maintaining Productivity measures and Quality Assurance goals as established by the Customer Service Department

• High School Diploma or GED with 2 years relevant customer service experience, or bachelor's degree preferred
• 2 years progressive work experience in a hospital billing, professional billing or shared services environment preferred
• Experience with Epic's Resolute Hospital or Resolute Professional billing applications preferred
• Working knowledge or professional and hospital billing and follow-up preferred
• Knowledge of HIPAA standards and medical terminology and billing practices preferred
• Bi-lingual (Spanish and English) preferred

Bi-lingual (Spanish and English)

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance