Hackensack Meridian Health Hiring for Customer Service Representative Job at Tinton Falls, NJ Full Time

Description:
How have you impacted someone’s life today? At Hackensack Meridian Health our teams are focused on changing the lives of our patients by providing the highest level of care each and every day. From our hospitals, rehab centers and occupational health teams to our long-term care centers and at-home care capabilities, our complete spectrum of services will allow you to apply your skills in multiple settings while building your career, all within New Jersey’s premier healthcare system.

The Customer Service Representative, under the direction of the Customer Service Supervisor, is responsible for all customer service related inquiries across the Hackensack Meridian Health (HMH) network. Responsible for resolutions via telephone, correspondence, and direct patient contact, and for all assigned responsibilities that assist the Patient Accounting Department’s departmental goals.

Responsibilties:
A day in the life as a Customer Service Representative at Hackensack Meridian Health includes: Handling a minimum of 250 inbound Automated Call Distribution (ACD) call center phone calls for all self-pay accounts on a weekly basis. Performs timely resolution of patient inquiries/complaints, via telephone, in person, or in writing, utilizing EPIC and various payment portals. Reconciles insurers’ payment to explanation of benefits to determine patients’ responsibility, and performs comparison to managed care contract for accuracy. Performs financial screening for uninsured or minimally insured patients to determine the next phase of customer care. Provides financing solutions for patients including developing and implementing payment plan options. Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.) to ensure clear understanding. Works closely with the Department of Consumer Affairs in order to achieve optimal patient satisfaction. Investigates all billing issues with appropriate internal and external departments to ensure accuracy. Assists with NJ State reporting via PCG system to correct claims and update the State system. Implements the proper activity/CDM codes for the processing of any medical record request/coding change or audit request received from insurance companies, attorneys, audit companies, etc. Sends written correspondence to patients advising of actions needed or responses to inquiries. Sends itemized bills and other documentation to patients and insurance companies when needed. Processes all return mail in a timely manner by contacting patients, physician offices, and patient’s employer, and exhausts all efforts to secure and update with accurate information. Responds to all inquiries and correspondence from attorneys, collection agencies, and patients while the account is in bad debt.

Qualifications:Education, Knowledge, Skills and Abilities Required:
High School Diploma.

Minimum of 1 year of experience in customer service with focus on a call center environment.

In depth knowledge of third party follow up, reconciliation, billing and other key areas of patient financial services.

Exceptional customer care skills, including but not limited to active listening, compassion, written and verbal communication skills, and a professional phone voice.

Strong time management and decision making skills.

Experience in analysis of accounts in a hospital or physician environment.

Excellent written and verbal communication skills.

Excellent computer skills, preferably including but not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:
Associates degree or two years of college from an accredited college or university.

Bilingual in English/Spanish a plus.

Prior hospital finance/billing experience is a plus.

Analytical skills.

Strong attention to detail.

EPIC experience.

Licenses and Certifications Required:
Successfully pass EPIC assessment completion within 30 days after Network access granted.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!