[Hiring] Call Center Representative @Yale New Haven Health

Role Description

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

• Responds to a wide range of customer calls in a fast-paced call center environment regarding third party coverage to ensure that patient accounts reflect accurate information.
• Directs the work of other staff members throughout the departments to facilitate the process and achieve resolution.
• Handles an extremely heavy volume of patient calls and analyzes third party information and coverage issues to resolve patient accounts.
• Complies with all HIPPA verification procedures to ensure appropriate communication with the right party.
• Takes appropriate action to resolve account balances while maintaining the Hospital's image of good customer relations.
• Researches and investigates patient inquiries to direct them to the correct source or follow up to resolve their issues.
• Coordinates information from patients, clinical areas, government agencies, and insurers to reconcile accounts.
• Detail-oriented with excellent analytical skills to resolve complex patient inquiries.
• Balances good customer service skills with the need to expedite calls to meet heavy demands.
• Applies knowledge of federal and state regulations/laws, including the Fair Debt Act, when discussing patient payment options.
• Spanish speaking preferred.

Qualifications

• High school diploma with business-related courses; Associate's degree preferred.
• Certified Customer Experience Professional (CCEP) through the Customer Service Institute of America (CSIA) or agree to obtain within 6 months of hire.
• Two years customer service experience in a fast-paced customer service environment.
• One year of experience processing healthcare claims preferred.
• Strong customer service skills and ability to resolve complex problems quickly and effectively.
• Demonstrated ability to develop strong relationships to provide the highest level of customer service.
• Excellent oral/written communication skills with the ability to communicate complex requirements across clinical and financial disciplines.
• Resourceful in accomplishing tasks and balancing multiple priorities in a tense, highly active environment.
• Comprehensive PC proficiency, keyboarding, and capability to navigate various software and spreadsheet systems.
• Spanish speaking preferred.

Requirements

• Handles a high volume of incoming calls regarding patient and third party information to ensure accurate account reflection.
• Determines the appropriate corrective action and documents all actions in the system.
• Analyzes problem accounts and correspondences to provide a seamless experience.
• Responds to complex mail responses and takes corrective action to ensure effective billing.
• Maintains and adds to personal knowledge by keeping informed of billing and payment policy updates.
• Promotes Patient Centered Care Concept throughout the organization.
• Participates in work groups to analyze, identify, plan, develop, and implement changes to enhance departmental performance.
• Participates in ongoing in-service training to ensure understanding of departmental procedures.

Benefits

• Comprehensive health benefits.
• Retirement savings plan.
• Paid time off and holidays.
• Opportunities for professional development.

Company Description

YNHHS is committed to providing high-quality healthcare services and fostering a supportive work environment for its employees.