Customer Advisor in Orange Park at Parallon

Date Posted: 11/16/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Orange Park
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/16/2018

Job Description

We are looking for a bilingual person to fill the current Customer Advisor opening. We need someone fluent in English and Spanish.
 
Job Summary – The Customer Advisor works with customers to address inquiries and concerns related to patient medical accounts. The Customer Advisor handles patient calls to handle questions on the patient's bills and claims.
 
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 contractual
• 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 Shared Services Center (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 Quality Assurance (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

Job Requirements

EXPERIENCE
Minimum 1 year related experience required, preferably in healthcare. Relevant education may substitute experience requirement.
*Spanish bilingual mandatory.
 
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
 
EDUCATION
High school diploma or GED required.
 
PHYSICAL DEMANDS/WORKING CONDITIONS
Requires prolonged sitting/standing, some bending, stooping, walking and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports or other information. Requires lifting papers/boxes and pushing/pulling up to 25  pounds occasionally. Work is performed in an office environment or hospital setting. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.
Parallon