Customer Service Representative_

Hackensack

**Overview**

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.

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.

**Responsibilities**

A day in the life of a **Customer Service Representative** at Hackensack Meridian Health includes:

+ Handling a minimum of 250 inbound Automated Call Distribution (ACD) call center phone calls for all self-pay accounts on a weekly basis.

+ Positively verifies/updates patient identity, demographics, insurance and all other data as required.

+ Provides patients with timely resolution of any questions and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.

+ Review insurers' payment to explanation of benefits to determine patients' responsibility, and perform comparison to managed care contract for accuracy.

+ Performs partial financial screening for uninsured or minimally insured patients to determine the next phase of customer care.

+ Provides financing solutions for patients including developing and implementing payment plan options.

+ Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, 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 the State system.

+ Handles, logs, and adjusts bankruptcies. Refers to agencies as applicable.

+ Enters payments via encrypted credit card 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.

+ Responds/Refers all inquiries and correspondence from attorneys, collection agencies, and patients while the account is in bad debt.

+ Outbound calls for follow up to insurance companies, doctor's offices, and patients to resolve/address patient billing issues.

+ Reviews and facilitates all patient / insurance correspondence to resolution.

+ Achieving departmental productivity and cash collection standards.

+ Insures HIPPA compliance in all interactions.

+ Maintains and utilizes all written policies and procedures implemented within the revenue cycle.

+ Works to reduce self pay accounts receivable to meet department standards.

+ Ensure assigned work queues are worked and completed timely.

+ Collaborates, communicates and coordinates to create a positive patient experience.

+ Required to meet specific performance metrics of productivity and quality assurance.

+ Adheres to all established workflows, scripting, and department call flow.

+ Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to interact with a variety of customers including patients, practice staff, physicians, colleagues and leaders.

+ Performs other job-related duties as required or assigned including but not limited to assisting in training team members.

+ Other duties and/or projects as assigned.

+ Adheres to HMH Organizational competencies and standards of behavior.

**Qualifications**

**Education, Knowledge, Skills and Abilities Required:**

+ High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.

+ Minimum of 1 year of experience in customer service.

+ 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.

+ Possesses a true customer/patient first attitude, and a passion for assisting customer/patients by delivering a positive patient experience on every contact.

+ Excellent computer and analytical skills.

+ Strong attention to detail.

+ Outstanding work ethic and strong adherence to shift schedule

**Education, Knowledge, Skills and Abilities Preferred:**

+ Associate's degree or two years of college from an accredited college or university.

+ In depth knowledge of the revenue cycle. (third party follow up, reconciliation, billing and other key areas of patient financial services)

+ Experience in analysis of accounts in a hospital or physician environment.

+ Knowledge of medical terminology, hospital systems, and insurance processes.

+ Computer skills preferably including but not limited to Microsoft Office and/or Google Suite platforms.

+ Bilingual in English/Spanish a plus.

+ Prior hospital finance/billing experience is a plus.

+ Prior call center environment experience is a plus.

+ Prior collection experience is a plus.

+ EPIC experience.

**Licenses and Certifications Required:**

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

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

**Job ID** _2024-148523_

**Department** _Customer Service Department_

**Site** _HMH Hospitals Corporation_

**Job Location** _US-NJ-Hackensack_

**Position Type** _Full Time with Benefits_

**Standard Hours Per Week** _40_

**Shift** _Day_

**Shift Hours** _8:30 a.m. - 5:00 p.m._

**Weekend Work** _No Weekends Required_

**On Call Work** _No On-Call Required_

**Holiday Work** _No Holidays Required_