[Hiring] Customer Service Associate Incoming Call Center & My chart @Duke Careers

Role Description

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Customer Service Associate - Remote Position – Monday - Friday 8am-4pm

• Answer and resolve all inbound inquiries and issues regarding patient account statements, bad debt write off's, explanation of benefits, balance due, and other patient and insurance billing related scenarios.
• Analyze the patient's problem or issue by collecting information and conducting thorough research of the IDX patient accounting systems, Hyland OnBase, Passport or Blue E, and contacting payors as needed.
• Follow through on all customer issues promptly and accurately until completion, updating and documenting PCS notes or system comment fields.
• Communicate with patients, physicians, collection agencies, internal departments, and all other internal and external customers in a professional manner.
• Post customer service adjustments when supported by policy, update insurance information, and file or appeal claims with insurance companies.
• Take appropriate actions to bill insurance companies or patients with corrected information, including accepting and inputting secondary insurance information.
• Research EOBs and payment details to determine if a patient refund is necessary and provide financial counseling regarding charges for health care services.
• Validate that charges are correct and request medical review and audit when necessary; discuss and establish payment plans for patients.
• Produce itemized statements and provide them to patients when requested.
• Assist patients requesting charity care by conducting an initial screening and providing the charity care application.
• Provide feedback regarding the status of the application when requested from a patient.
• Obtain and post credit card payments for accounts, following departmental guidelines.
• Make recommendations and provide feedback regarding corrective and preventive action to the supervisor or manager.
• Work with a diverse group of internal and external customers and prepare special reports as requested by management.
• Perform other related duties incidental to the work described herein.

Qualifications

• Analytical and problem-solving skills.
• Strong organizational skills with the ability to multi-task and follow through on outstanding issues.
• Strong computer skills with knowledge of MS Word, MS Excel, and email.
• Excellent interpersonal skills with the ability to communicate effectively both orally and in writing.
• Ability to work well with others - strong teamwork skills.
• Must be flexible and able to function in a changing work environment.
• Demonstrated ability to work well with customers and deliver excellent customer service.
• Ability to control and manage a phone call.
• Bi-lingual preferred.
• Knowledge of DUHS billing preferred.

Requirements

• Work requires knowledge of basic grammar and mathematical principles normally required through a high school education; a two-year college degree preferred.
• A minimum of three years direct customer service or call center operations experience is required.
• A healthcare background in medical billing, collections, insurance claims processing, coding, or registration is highly preferred.
• Inbound to outbound call center experience preferred.
• Working knowledge of Maestro Care system preferred.

Benefits

• Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or military status.
• Duke aspires to create a community built on collaboration, innovation, creativity, and belonging.