Customer Advisor 9/17/2017
JOB DESCRIPTIONAPPLY Job Code: 08948-138578
Job Summary The Customer Advisor is responsible for working with customers to address inquiries and concerns related to patient accounts. (This position would handle patient calls and other responsibilities as assigned).
Supervisor Customer Service Manager
Supervises not applicable
Duties (included but not limited to):
Talk with customers by phone or in person to obtain information needed to resolve inquiries.
Confer with other staff members to obtain additional information and clarification
needed to resolve customer concerns
Reconcile accounts according to insurance contracts and submit/ process correct
Review accounts for appeal requests and forward appropriately
Review accounts for duplicate or charge errors, forwarding to audit if necessary
Correct or add insurance information and request rebill
Encourage payment from patient through credit card, check or payment arrangement
Answer all inquiries from customers promptly (generally the same day received)
Assist patient account inquiries by courteously supplying accurate and timely information, including bills if requested
Follow all guidelines and policies for SSC employees, both general policies and those specific to customer service activities
Maintain a courteous and professional attitude with customers and coworkers
Identify problem accounts and escalate as appropriate
Analyze, process and index correspondence via CWF (if applicable).
Maintain compliance with pool completion requirements (if applicable)
Maintain required productivity and QA standards
Document in the patient account record to identify actions taken on the account
Work with patients and guarantors resolve payer requests and discrepancies to promptly resolve pending claims.
Practice and adhere to the Code of Conduct philosophy and Mission and Value Statement and all policies and procedures related to the Collections department.
Other duties as assigned
KNOWLEDGE, SKILLS & ABILITIES
Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately.
Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
Interpersonal skills - able to work effectively with other employees, patients and external parties
PC skills - demonstrates proficiency in Microsoft Office applications and others as required
Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
High school diploma or GED required.
Minimum one year related experience required, preferably in healthcare. Relevant education may substitute experience requirement.
Last Edited: 09/15/2017