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Customer Service Assistant in Orange Park at Parallon

Date Posted: 4/16/2019

Job Snapshot

Job Description

Job Summary – The Customer Service Assistant is responsible for supporting Customer Service Representatives clerical level functions including patient account research, mailing requested data, medical records and other required documentation coordination including locating, packaging, and sending to the requestor.

 
Duties (included but not limited to):
• Retrieve and provide information from Explanations of Benefits (EOBs) for Customer Service Representatives to respond to inquiries
• Locate any and all information needed by the Senior Customer Advisor or Customer Advisor to allow them to resolve any patient account inquires (i.e. Medical records, copies of EOBs, etc.)
• Locate, package and send out requested information
• Assist in sorting, counting, dating, and researching various pieces of information
• Confer with other staff members to obtain additional information and clarification needed to resolve customer concerns
• Follow all guidelines and policies for SSC employees, both general policies and those specific to customer service activities
• Assist with calls as needed
• 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

EXPERIENCE
Minimum 1 year related experience required, preferably in healthcare administration or clerical. Relevant education may substitute experience requirement. Spanish Bilingual required.

 
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 - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, analytical and problem solving ability and attention to detail and 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 #ParallonBCOM

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