Customer Service Rep-FT-Day - Hackensack Meridian Health

“Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.” 

Come join our Amazing team here at Hackensack Meridian Health! We offer EXCELLENT benefits, Scheduling Flexibility, Tuition Reimbursement, Employee Discounts and much more including a Generous sign on bonus!!!

The Customer Service Representative, under the direction of the Customer Service Supervisor, is responsible for all customer service related inquiries across the Hackensack Meridian Health (HMH) network, Responsible for resolutions via telephone, correspondence, and direct patient contact, and for all assigned responsibilities that assist the Patient Accounting Department's departmental goals.

• Handles a minimum of 250 inbound ACD call center phone calls for all self-pay accounts on a weekly basis
• Performs timely resolution of patient inquiries/complaints, via telephone, in person, or in writing, utilizing EPIC, TD Bank Portal, Commerce Bank Portal, CISCO phone portal, e-Premis, Navinet, PEAR portal, Expresso, Trust Commerce Portal, TD Bank Correspondence Portal, HRSA Portal, PCG Portal, Oconco Portal, Accounts Payable System.
• Reconciles insurers' payment to explanation of benefits to determine patients' responsibility, and performs comparison to managed care contract for accuracy.
• Provides financing solutions for patients including developing payment plan options, communicating to the patients, and implementing those plans, in line with pre-established goals.
• Performs financial screening for uninsured or minimally insured patients to determine the next phase of customer care.
• Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.) to ensure clear understanding.
• Works closely with the Department of Consumer Affairs in order to achieve optimal patient satisfaction.
• Investigates all billing issues with appropriate internal and external departments to ensure accuracy,
  Assists with NJ State reporting via PCG system to correct claims and update State system.
• Implements the proper activity/CDM codes for the processing of any medical record request/coding change or audit request received from insurance companies, attorneys, audit companies, etc.
• Sends written correspondence to patients advising of actions needed or responses to inquiries.
• Sends itemized bills and other documentation to patients and insurance companies when needed.
• Processes all return mail in a timely manner by contacting patients, physician offices, and patient's employer, and exhausts all efforts to secure and update with accurate information.
• Assists with vendor invoicing as needed.
• Responds to all inquiries and correspondence from attorneys, collection agencies, and patients while the account is in bad debt.
• Other duties and/or projects as assigned.

Education, Knowledge, skills and Abilities Required:

• High School Diploma.
• Minimum of 1 year of experience in customer service with focus on a call center environment.
  In depth knowledge of third party follow up, reconciliation, billing and other key areas of patient financial services.
• Exceptional customer care skills, including but not limited to active listening, compassion, written and verbal communication skills, and a professional phone voice.
• Strong time management and decision making skills.
• Experience in analysis of accounts in a hospital or physician environment.
• Excellent written and verbal communication skills.
• Excellent computer skills, preferably including but not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge Skills and Abilitles Preferred:

• Associates degree or two years of college from an accredited college or university.
• Bilingual in English/Spanish a plus.
• Prior hospital finance/billing experience is a plus.
• Analytical skills.
• Strong attention to detail.
• EPIC experience.

Licenses and Certifications Required:

• Successfully pass EPIC assessment completion within 30 days after Network access granted.