Patient Financial Services Customer Service Support Representative

Employees may be eligible to begin telecommuting or remote work at the time of hire. If an employee resides locally to our physical office (South Burlington, VT), we prefer they spend an orientation period (up to 90 days) at the office to get to know their leaders and other team members that are in the office.  This position is scheduled to work Monday-Friday, 8:00AM-4:30PM.

JOB DESCRIPTION:

The PFS Customer Service Support Representative (CSSR) is responsible for completing a variety of tasks related to self-pay patient account maintenance and customer support that fall outside of the inbound call queue. The CSSR serves as the primary clerical support person to the Customer Service Department and functions to facilitate the efficient operation of the department and successful collection of patient balances.

EDUCATION:

Associates Degree in Business preferred or 3 years health care/collections or customer service experience. An equivalent combination of education and experience may be substituted.

EXPERIENCE:

Experience in an office environment sufficient enough to demonstrate advanced skills and abilities.  

KNOWLEDGE/SPECIAL SKILLS:

• Must have familiarity with EPIC, OnBase and Microsoft Office Suite.

• Must have a demonstrated ability to gain in-depth knowledge of federal/state and/or contractual/ commercial billing rules and regulations for hospital and physician billing.

• Must have working knowledge of medical terminology, CPT4 & ICD10 coding practices and Fair Debt Collection Practices as applicable to health care.

• Must understand the types of information used in these environments and how the data is produced, used and transformed for revenue cycle.

• Must have excellent customer service skills with strong customer service orientation. Must demonstrate problem solving ability with a well-developed analytical skill set.

• Must possess excellent verbal and written communication skills, demonstrate ability to function well under pressure and high levels of stress in a robust call center environment.

• Must demonstrate the ability to develop strong productive working relationships to ensure timely resolution of problems.

• Must be able to work independently, maintain the highest level of confidentiality at all times in all interactions, show an ability to multi-task and prioritize and ability to learn new skills in an ever-changing healthcare environment.

• Must be able to function well within multiple systems simultaneously while interacting with patient/customers via telephone, digital communication or in person.

• Must be able to resolve disputes and problems constructively with an emphasis on patient satisfaction outcomes.