[Hiring] Patient Financial Services Customer Service Representative @Fairview Health Services

Role Description

Fairview is looking to add a Patient Financial Services Customer Services Representative to our team. This is a full time (1.0 FTE) benefit eligible position. We believe the hours for this position will be Monday - Thursday 9:00a-5:30p and Fridays 8:00a-4:30p. This remote position is responsible for providing Fairview patients with an understanding of the billing and insurance processing of their healthcare services through the inbound call center.

• The CSC Representative will counsel patients on financial solutions available to them either through direct payments, payment plans, or screening for qualification for assistance programs.
• Manage both hospital and physician accounts in all systems and understand in depth the Registration, Hospital Billing, and Clinic Billing functions necessary to resolve accounts.
• Be well-versed in collection practices, understanding of the Attorney General Requirements, and able to liaison with bad debt vendors when needed.
• Have detailed knowledge of the functions within the Revenue Cycle and how they interact in the life of a patient account.

Qualifications

• 2 years customer service experience
• This individual should have a strong interest in learning new IS systems (PASS, Deloitte overlay system, Healthworks, etc.) as well as the ability to work independently.

Requirements

• Handle calls presented to CSC through the automated call distribution system accurately and efficiently.
• Work independently in problem solving with patients regarding their accounts in both hospital and clinic billing situations.
• Counsel the patient on the complexity of the interdependency between hospital and physician billing within the patient’s continuity of care.
• Able to handle each call with compassion, service, dignity, and integrity in mind as aligned with MHealth Fairview's values.
• Timely processing of patient/insurance requests for follow-up of payment research, checking charges, coding review, insurance processing concerns, etc.
• Identifies when callers need to be referred to insurance specialist or escalation staff for further assistance.
• Notifies patient and/or guarantor of self-pay balances co-pays/deductible/coinsurance, etc.
• Understands and adheres to Revenue Cycle’s Escalation Policy.
• Contributes to the process or enablement of collection of expected payment.
• Meet department goals and maintain productivity while working remotely.
• Manage accuracy of accounts to ensure appropriate billing and compliance with patient privacy and data integrity.
• Timely and accurate work.
• Verifies insurance benefits to maximize reimbursement.
• Assists customers regarding billing questions and ensures appropriate resolution of problems.
• Explain and interpret eligibility rules and regulations or identify other resources available for financial assistance.
• Identify patients who may be eligible for financial exceptions.
• Keep updated on changes with regulatory issues.
• Validate patient data is accurate and authorization is in place to provide information.
• Uninsured accounts reviewed and managed to include validation that uninsured discounts have been appropriately applied, and all payment sources available to the patient have been explored.
• Bad debt management of accounts and interactions with vendors.
• Counsel patients throughout the collection process on solutions available to them for account resolution.
• Problem solves with vendors and patients on reasonable resolutions.
• Identify patients with financial need.

Benefits

• Generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more!