[Hiring] Patient Account Customer Service Representative @Ochsner Health

Role Description

This job is responsible for handling patient billing inquiries for the Health System. Responsibilities include, but are not limited to:

• Working directly with patients to provide customer service and collect past due balances.
• Ensuring patients receive the best service through timely and accurate responses.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company's discretion.

Qualifications

• Required – High School diploma or equivalent
• Preferred – Bachelor's degree
• Required – 1 year of customer service, healthcare, or office experience
• Preferred – Previous call center experience
• Experience with medical terminology in a medical billing environment

Requirements

• Must have computer skills and dexterity required for data entry and retrieval of patient information.
• Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care process.
• Must be proficient with Windows-style applications, various software packages specific to role and keyboard.
• Strong interpersonal skills.
• Ability to perform effectively under conditions of fluctuating workload.
• Works with minimal supervision and makes independent decisions.

Job Duties

• Promptly replies and provides accurate information to customers regarding medical bill accounts via inbound and outbound telephone calls, e-mail, fax, regular mail correspondence or in person.
• Serves as a liaison between the patient, providers, external departments or other responsible person(s) to ensure that charts are applied appropriately.
• Records and maintains transactions appropriately ensuring account balances and discrepancies are resolved within the prescribed period.
• Plans, organizes, and prioritizes work and convinces debtors on the necessity of assuming financial responsibility.
• Educates the debtor on any available payment options, as well as explains the financial impact of various alternatives.
• Provides top quality customer service experience on every patient inquiry received to ensure and maintain high levels of patient satisfaction.
• Must represent the company by providing appropriate/applicable levels of competency and professionalism to ensure all patients issues are resolved timely, accurately and efficiently.
• Ensures each call is handled appropriately and effectively to ensure the highest level of patient satisfaction.
• Other duties as required.

Physical and Environmental Demands

• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects.
• Normal routine involves no exposure to blood, body fluid or tissue.
• The incumbent has no occupational risk for exposure to communicable diseases.
• There may be occupational risk for exposure to hazardous medications or hazardous waste within the environment.

Company Description