GENERAL SUMMARY OF DUTIES - Works with customers to address inquiries and concerns related to the patient's account.
SUPERVISOR - Support Services Manager
SUPERVISES - N/A
DUTIES INCLUDE BUT ARE NOT LIMITED TO:
Talk with customers by phone or in person to obtain information needed to complete tasks
Confer with other staff members to obtain additional information and clarification needed to resolve customer concerns
Reconcile accounts according to insurance contracts
Review accounts for appeal requests and forward appropriately
Review accounts for duplicate or charge errors, forwarding to audit if necessary
Correct or add insurance information to bill account
Encourage payment from patient through credit card, check or payment arrangement
Answer all inquiries from customers promptly (generally the same day received) whether the inquiries are via telephone or mail
Assist patient account inquiries by courteously supplying accurate and timely information, including bills
Follow all guidelines and policies for RSC employees, both general policies and those specific to customer service activities
Maintain a courteous and professional attitude with customers and coworkers
Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement"
Other duties as assigned
KNOWLEDGE, SKILLS & ABILITIES
Communication - communicates clearly and concisely, verbally and in writing
Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
Interpersonal skills - able to work effectively with other employees, patients and external parties
PC skills - demonstrates proficiency in PC applications as required
Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
EDUCATION
High school diploma or GED required
EXPERIENCE
At least one year of customer service experience required
Relevant education may substitute experience requirement
CERTIFICATE/LICENSE - N/A
PHYSICAL DEMANDS/WORKING CONDITIONS - Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Requires lifting papers or boxes up to 50 pounds occasionally. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people.
SIGNATURE
My signature below acknowledges that I have read the above job description and agree that I can perform the responsibilities and meet the requirements as presented. I understand this job description provides a general outline of job responsibilities and requirements and is not intended to be all-inclusive. I also understand that job responsibilities and requirements may change at any given time based on organizational or departmental needs.
