Customer Care Representative I – Behavioral Health
Elevance Health
Cloud
Customer Service Representative, Billing
University Hospitals
full-time
Posted on:
Location Type: Hybrid
Location: Shaker Heights • Ohio • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Handles inbound and outbound patient/customer calls to resolve billing inquiries in a patient-focused manner
- Researches and documents phone conversations and applies appropriate transactions to patient accounts
- Processes payments by phone (electronic check, credit card, payment database, etc.)
- Determines eligibility and explains hospital financial assistance programs
- Assists patients with payment plan arrangements and collects initial down payments per policy
- Identifies patient needs, researches account history, and provides solutions or alternatives
- Maintains patient and physician confidentiality in accordance with HIPAA and departmental policies
- Researches accounts, processes adjustments and refunds, and responds to patient correspondence
- Processes documentation for system reports and work lists and corrects patient accounts to ensure accuracy
- Coordinates with agencies, vendors, insurance companies, and internal teams to resolve accounts and appeals
- Monitors self-pay accounts and refers to outside collection agencies per policy
- Performs financial counseling support and participates in department projects
- Supports price transparency initiatives and provides patient education
- Works to achieve customer service KPIs including patient satisfaction, productivity, average speed to answer, call wait times, and abandon rates
Requirements
- High School Equivalent / GED (Required)
- 1+ years in medical billing, financial environment or customer service experience (Required)
- Experience with medical billing software (Required)
- Hospital and physician billing knowledge (Preferred proficiency)
- Customer service phone experience working with multiple screens (Preferred proficiency)
- Exceptional written and verbal communication skills. (Required proficiency)
- Advanced analytical and problem solving skills. (Required proficiency)
- Exceptional client service, communication, and relationship building skills. (Required proficiency)
- Self-motivated and able to perform with little to no supervision in a fast-paced environment. (Required proficiency)
- Advanced knowledge of claim submission (UB04/HCFA 1500) and third party payers. (Preferred proficiency)
- Advanced knowledge of medical billing and claims terminology and workflow processing. (Preferred proficiency)
- Demonstrated proficiency with PCs, HIS systems, and Microsoft Office (Word, Excel, Outlook) and general office equipment. (Required proficiency)
- Must abide by requirements to safely and securely maintain Protected Health Information (PHI).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
medical billingfinancial counselingclaim submissionUB04HCFA 1500third party payersbilling softwareaccount adjustmentspayment processingpatient account management
Soft skills
communication skillsanalytical skillsproblem solvingclient servicerelationship buildingself-motivatedattention to detailcustomer servicetime managementconfidentiality
Certifications
High School EquivalentGED