Customer Care Representative for CaptureNet in Watertown, NY
Some responsibilities include:
Customer Care Representative: Work From Home
Supporting CaptureNet’s values in Innovation, Trust, Candor, Passion, Performance and Fun the Customer Care Representative resolves account balances on all uninsured and balance after insurance accounts with a consultative customer service focused approach. With respect and empathy, the Customer Care Representative facilitates payment processing, setting up payment plans, verifying insurance and eligibility, facilitating charity care applications, explaining patient bills, and assisting with billing discrepancy/issues.
Answer inbound calls and patient portal chats from guarantors/patients in a professional, helpful, and respectful manner that gives the caller an excellent experience.
Deescalate upset callers.
Educate guarantors about their financial responsibility for the services rendered by the healthcare provider with a consultative approach.
Assist guarantor by determining and initiating the appropriate action plan to resolve a an account balance.
Educate guarantors about their payment options and expectations to pay within the designated time frame per policy.
Collects and processes payments from guarantors. Negotiate and set patient payment plans as necessary based on preset guidelines. Assist guarantors with online payments as needed.
Provide the caller with accurate information about financial assistance and charity care policies and processes.
Facilitate discounting per policy.
Thoroughly research balance disputes by utilizing every tool available, including CaptureNet systems, Hospital Patient Accounting Systems and other reference material.
Assist callers in troubleshooting technical difficulties on the patient portal.
Responds timely and accurately to follow up items that are assigned.
Documents all communication appropriately for every account level interaction.
Suspends patient workflow when appropriate, while balance discrepancies, disputes and insurance adds are addressed.
Escalate calls as requested to the Customer Care Lead, after attempting to assist the caller.
Accurately research and verify insurance eligibility when a guarantor/patient requests that the balance due be billed to an additional insurance payer.
Thoroughly document care and charge disputes forwarding the complaint to the appropriate department.
Initiates and prepares follow up contact with guarantor and or patient, as necessary.
Perform outbound calls as requested.
Complete special projects as requested.
Maintain and ensure the confidentiality of all guarantor and patient information at all times as required by the HIPAA, PCI, FDCPA regulations.
Understands and adheres to all policies and procedures, as well as local, state and federal regulations, relevant to their area of operation
Informs lead of any operational issues impacting workflow or patient satisfaction in a timely manner (e.g. technology issues or any issue that does not allow the job function to be performed).
Schedule Adherence of 98% or better
Productivity of 90% or better
QA score of 90% or better
Average Handle Time of 5.5 Minutes or better
High School Diploma or GED required.
One (1) year of experience in a hospital business office or prior experience in accounts receivable management preferred.
Experience with Word and Excel
Strong verbal, written, and negotiation skills are required to deal with patient’s financial issues. Strong typing skills are also required to document all work.
Experience with Hospital Patient Accounting Systems experience preferred.
Job Type: Part-time
High school or equivalent
Customer Service: 1 year
Patient Accounting: 1 year
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