Research and Correspondence Representative in Orange Park, FL at Parallon

Date Posted: 9/15/2018

Job Snapshot

Job Description

Job Summary – The Research and Correspondence Representative is responsible for working assigned CWF queues including researching accounts to address inquires and concerns related to patient accounts.  May serve as Receptionist for the Shared Services Center (SSC) which includes handling all walk in patient account inquires, transferring calls to the appropriate individual/department and may handle patient calls during high call volume periods. Handles other clerical duties as assigned.
Duties (included but not limited to):  
• Analyze, process, and index correspondence via CWF
• Scan archived notes into Artiva as needed
• Test new document types/cover sheets as needed
• Read and review scanned correspondence and work correspondence according to policy and correspondence type. 
• Assist patient account inquiries by courteously supplying accurate and timely information, including bills if requested.
• Handle patient calls as needed.
• 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
• 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 to 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

If serving as Receptionist:
• Greet all visitors to the SSC, ascertain their needs and direct accordingly
• Talk with customers by phone or in person to obtain information needed to resolve their inquiry/concern
• Confer with other staff members to obtain additional information and clarification needed to resolve customer problems
• Answer all inquiries from customers promptly

Job Requirements

Minimum one year related customer service experience required, preferably in healthcare.  Relevant education may substitute experience requirement.
• 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.
High school diploma or GED required.
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.
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