Customer Service Representative

🕒 il y a 10 jours

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Savista

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1994

⚕️ Assurance santé

Healthcare Insurance

Savista est un fournisseur de gestion du cycle de revenus complet avec plus de 30 ans d'expérience dans le secteur de la santé. Ils soutiennent les organisations de santé dans l'amélioration des résultats financiers en offrant des services tels que la gestion des comptes débiteurs, la gestion des refus, l'intégrité de la documentation clinique, l'éligibilité & l'inscription, et l'externalisation de la gestion de l'information sur la santé (HIM). Savista travaille comme une extension des équipes de santé pour optimiser les processus et accroître l'efficacité afin d'assurer la conformité et de promouvoir une qualité de service centrée sur le patient. La société a obtenu une reconnaissance et des distinctions dans le secteur pour ses solutions efficaces et de qualité.

Description

• Resolve patient healthcare accounts by negotiating payment with patients/guarantors while meeting or exceeding performance and quality objectives. • Act as an advocate for the customer. • Serve as a liaison between colleagues, clients and State/Government agencies. • Complete daily account related functions in an efficient and timely manner to speed-up the patient-to-payment process. • Research and reconcile accounts, communicate with clients, government and commercial payers and operating within multiple client systems. • Provide customer service support and resolution of routine problems and questions regarding the revenue cycle. • Through both inbound and outbound calls leveraging an auto-dialer, negotiate payment with patients/guarantors by reviewing prior account payment history. • Respond to customer questions utilizing knowledge and expertise on insurance and healthcare. • Answer incoming patient or client call/email requests and handle in a prompt, courteous and professional manner. • Perform routine tasks or repetitious tasks with care and attention while maintaining accurate documentation of patient/guarantor encounters. • Identify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistencies. • Develop and maintain knowledge of patient access services and the overall effect on the revenue cycle. • Analyze and interpret accounting documents and/or correspondence, requiring great attention to detail. • Perform file maintenance for corrections and additions to patient records such as updating account balances, addresses, authorizations, correspondence information, statements, payment plans and account status. • Interact with both client and internal departments to ensure proper account handling. • Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions. • Process patient inquiries in a manner that ensures service level agreements (SLAs) are met or exceeded. • Support Savista’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA and other laws applicable to Savista’s business practices.

🎯 Exigences

• High school diploma or GED. • At least 3 years of experience in a call center environment or similar role within the healthcare revenue cycle touching patient accounts. • At least 3 years of experience working in a role with a high volume of either inbound or outbound calls. • At least 3 years of healthcare experience working within a patient financial services office or insurance collections for all payers. • Expert knowledge of patient access services and the overall effect on the revenue cycle. • Payer networks, government resources, and medical terminology. • Demonstrate ability to manage escalated calls. • A subject matter expert with demonstrated capability to support/train/mentor other team members. • Demonstrate experience communicating effectively with a customer and simplifying complex information. • Understanding of medical collection terminology. • Demonstrate ability of critical thinking skills and adhering to compliance protocols. • Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer. • Experience with customer interactions that require live, accurate documentation of the encounter while also communicating with members in a warm, helpful and professional manner while simultaneously building credibility and rapport. • Demonstrate ability to meet performance objectives. • Demonstrate success working both individually and in a team environment. • Be patient and compassionate while working as a team player and using all available resources to provide the best outcome to the patient. • Ability to communicate with patients in a warm, helpful and professional manner while simultaneously building credibility and rapport. • Must be available to work a scheduled shift between the hours of 9:30AM ET and 9PM ET. • Must participate in ongoing training and self-development. • Must complete and pass mandatory educational requirements.

🏖️ Avantages

• Not specified