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Job Title: CSR
Division: CSI
Reports To: Manager
Department: Hospital and /or Physician


POSITION SUMMARY:
Operate under general supervision as an extension of a hospital or physicians business office. Answer inbound calls and make outbound calls to resolve outstanding medical claims. Resolution could include collection via the telephone from the patient, billing a third-party insurance carrier or screening for financial assistance/charity all while following federal law, state law and client collection parameters guidelines.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Negotiate payment terms and methods when the patient is reached and provide exemplary patient relations. The negotiation process often requires reviewing the account information and asking probing questions of the patient in order to better understand their situation.
Utilize the scripted opening when the patient is reached. This includes identifying the patient/guarantor and verifying a piece of pertinent information such as ss# or date of birth.
Be helpful and attentive when asking for payment on the account.
Each contact with patient should result in the quickest, most efficient plan being secured to satisfy the outstanding balance. Plans must be within the guidelines provided by the hospital.
Obtain all new or additional insurance information and initiate re-bill process.
Assess the financial situation of the patient and determine if financial assistance or charity care is necessary.
Leave messages with third parties.
Update the patient record with new information, record the call result or disposition; as well as any relevant notes about the call via the menu or narrative section of the system.
Make/take 20 calls per hour minimum.
Consistently achieve your monthly goal.
Utilize on-line credit card payment options.
Adhere to the HIPAA.
Performs other duties as assigned.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
A high school diploma or GED, some college preferred.
2 or more year’s previous experience in customer service, call center or medical collections.
Knowledge of HIPAA preferred.
Must have the ability to communicate clearly and succinctly, utilizing proper grammar and telephone etiquette.
Prior PC and keyboard knowledge.
Ability to compute basic math calculations using addition, subtraction, multiplication, division, and percentages.
Bi-lingual a plus.