[Hiring] Customer Service Trainee @Advocate Health

Role Description

Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner, demonstrating sensitivity to the diversity of the organization and its patients' needs.

• Manages a high volume of inbound calls, answers patient inquiries, and determines the appropriate path for resolution and follow-up.
• Demonstrates excellent customer service and expertise to patients, guarantors, and other external and internal contacts through oral and written communication.
• Responds to and documents all patients and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience.
• Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and evaluates the most appropriate route for account resolution.
• Reads, interprets, and understands various insurance correspondence, including both explanation and coordination of benefits.
• Demonstrates a basic understanding of reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both Physician Billing and Hospital Billing, and how these affect responsible party benefits and balances.
• Demonstrates a basic understanding of standard healthcare coding methodologies (e.g., CPT, HCPCS, ICD-10).
• Performs all clerical functions required to complete requests using available information and resources.
• Coordinates issue resolution with appropriate teams, insurance companies, attorneys' offices, and other departments as needed.
• Perform updates to insurance coverage (NC/GA only), demographic, and contact information in the patient billing system.
• Analyzes responsible party outstanding balances and provides consultative services to establish efficient account resolutions that meet patient needs while protecting Advocate Health's financial viability.
• Prompts guarantors to pay outstanding balances by phone with a credit or debit card, provides lockbox address for checks, or initiates monthly payment arrangements.
• Responsible for meeting and maintaining established productivity and quality assurance goals.
• Upon successful completion of the Trainee Program (approx. 6 months) including all elements listed in major responsibilities and with Supervisor recommendation, teammate may be eligible for promotion to Customer Service Representative.

Qualifications

• High School Diploma or GED
• 2 years relevant customer service experience

Requirements

• Experience with Epic's Resolute Hospital or Resolute Professional billing applications preferred.
• Working knowledge of professional and hospital billing and follow-up preferred.
• Knowledge of HIPAA standards, medical terminology, and billing practices preferred.
• Bi-lingual (Spanish and English) preferred.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program