Customer Advisor in Orange Park, FL at Parallon

Date Posted: 4/13/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    4/13/2018

Job Description

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

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 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

Job Requirements

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.


EXPERIENCE
• Bilingual in Spanish is strongly preferred.
• Minimum one year customer service experience required, preferably in healthcare. 

• Relevant education in healthcare may substitute experience requirement.