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Customer Service Representative - Corporate Revenue Cycle

Company: Houston Methodist
Location: Houston
Posted on: March 19, 2023

Job Description:

Note: Office for this position is located at our Continuing Care Hospital: 701 S. Fry Rd. Katy, TX 77450. JOB SUMMARY At Houston Methodist, the Single Billing Office (SBO) Customer Service Representative position is responsible for acting as a liaison between Houston Methodist, patients, providers, and payers for all post-care matters related to account resolution. This position interacts with all SBO sub-units and other hospital and Physician Organization service areas on a daily basis, cultivating good business relationships to promote harmony and effective communication to resolve patient concerns post care. The SBO Customer Service Representative assists management with ongoing observations and notifications of opportunities while providing innovative suggestions for process improvement. This position also assists management with auditing/quality review to ensure accurate and appropriate billing and account resolution. Requirements: PRIMARY JOB RESPONSIBILITIES Job responsibilities labeled EF capture those duties that are essential functions of the job. PEOPLE - 20% * Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal department and organizational results. (EF) * Follows the standard talking points outlined in department protocols when interacting with patients to ensure high quality and consistent service. (EF) SERVICE - 20% * Receives and responds to incoming inquiries via phone, email, patient portal, etc. in a timely fashion. Utilizes clear, concise, and professional communication skills both verbally and written. (EF) * Leverages knowledge of external vendor workflow processes and information systems that promote the patient experience to resolve customer concerns more efficiently. (EF) QUALITY/SAFETY - 20% * Utilizes sound judgment and analytical skills to bring the account for resolution, analyzing the data elements (clinical and financial) within the electronic health record to determine the current state of the account. (EF) * Provides clear and concise documentation of every action taken on an account in the system collection notes. Provides balance breakdown to document the status of next responsible party (i.e., primary, secondary payor, patient balance, or credit balance). (EF) * Meets or exceeds stated Performance Indicator Expectations (e.g., productivity, quality review, abandonment rate, adherence expectations). (EF) * Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established Health Insurance Portability and Accountability Act (HIPAA) guidelines. (EF) FINANCE - 20% * Follows levels of authority for posting adjustments, refunds, and contractual allowances. (EF) * Uses resources effectively and efficiently. Organizes time effectively, minimizing incidental overtime, and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members. (EF) GROWTH/INNOVATION - 20% * Stays current on collection procedures of various payors and industry trends. Actively engages in personal assessment and expands learning beyond baseline competencies with a focus on continual development (i.e., participates in training opportunities, focal point review activity, etc.). Applies new learning. (EF) * Generates and communicates new ideas and suggestions that will improve quality or service. Demonstrates adaptability and flexibility in the face of changing demands. (EF) This job description is not intended to be all inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises. Qualifications: EDUCATION REQUIREMENTS o High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.) EXPERIENCE REQUIREMENTS o One year of previous call center or hospital revenue cycle experience CERTIFICATIONS, LICENSES AND REGISTRATIONS REQUIRED o None KNOWLEDGE, SKILLS AND ABILITIES REQUIRED o Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations o Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security o Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles o Working knowledge of the patient billing cycle for both hospital and professional billing o Excellent customer service and professional communication skills with the ability to remain calm in stressful situations o Knowledge of medical terminology and applicability o Excellent spelling/grammar skills o Managed care knowledge with the ability to differentiate between insurance plans such as Preferred Provider Organization (PPO), Point of Service (POS), Health Maintenance Organization (HMO), etc. o Ability to multi-task and flexibility to meet the requirements of the department and the organization o Ability to problem solve in the moment and provide recommendations in alignment with values o Proficient computer skills and ability to learn and navigate multiple software programs o Bilingual skills preferred SUPPLEMENTAL REQUIREMENTS Work Attire Yes/No Uniform No Scrubs No Business professional Yes Other (dept approved) Yes On-Call* No * Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Event, etc) regardless of selection above. Travel May require travel within Yes Houston Metropolitan area May require travel outside No of Houston Metropolitan area Travel specifications may vary by department. Please note any other special considerations to this job: __________________________ Company Profile: Houston Methodist is one of the nation's leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.

Keywords: Houston Methodist, Houston , Customer Service Representative - Corporate Revenue Cycle, Other , Houston, Texas

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