Customer Advisor

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POST DATE 9/17/2017
END DATE 2/22/2018

HCA Healthcare Houston, TX

Houston, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
High School Diploma or GED


Job Code: 08948-138578


No Weekends

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


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