Billing Customer Service Representative

Title - Billing Customer Service Representative

Hours - Mon to Fri 8am - 4:30

Opportunity to work hybrid remote after training / proving yourself in the role

Pay - 18 to 20 an hour based on prior experience with opportunity for growth

Location - Onsite, zip code 60606

They will be answering inbound calls from patients regarding their bills. The Self-Pay Billing Office (SBO) & Customer Service unit is responsible for responding to all incoming inquiries from patients, departments, various billing agencies and other external inquiries. The representative in this team has frequent contact with patients, Patient Financial Services staff, clinic and hospital staff and management, and managers, as well as billing and professional fee and collection services vendors.

The SBO Customer Service Specialist has a thorough knowledge of WWT & UI Health insurance contracts as the unit deals regularly with complex policy and procedural issues that involve contract compliance with regard to HMO, PPO and government payers.

Essential Duties and Responsibilities:

• INBOUND CALLS: Answers patient calls regarding the balances or questions, they have about their statements.

• Assists patients with understanding their statement balance and provide the available payment option that best suits their needs.

• Updating patient demographics including insurance coverage, address, employer or covered member information.

• Resubmits claims to insurance payers when applicable.

• Initiates, route and follow-up on patient disputes regarding charges or coding issues based on workflows.

• Ensures accurate billing practices on patient accounts were applied

• Responds to patient inquiries/concerns received by telephone or mail. Clarifies understanding of the inquiry/concern, determines the appropriate course of action, initiates and/or completes appropriate action, resolves patient complaints and does appropriate customer service recovery when required.

• Researches and processes accounts subject to bankruptcy regulations.

• Handles patient in-bound, collections in-bound, collections out-bound calls

• Negotiates prompt payment discounts

• Sets up payment plans according to departmental guidelines and has a working knowledge of the organizations discount and charity policy.

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