Stormont Vail Health · 1 day ago
Customer Service Representative - Customer Service - FT - Day
Topeka, KS
Full-time
Hybrid
Mid Level
3+ years expStormont Vail Health is a healthcare organization seeking a Customer Service Representative to play a critical role in the healthcare revenue cycle. The representative will provide exceptional service to patients, families, and providers by resolving billing, payment, and insurance-related inquiries while ensuring compliance with healthcare regulations and organizational policies.
Health CareHospitalMedicalMental HealthPrimary and Urgent Care
Responsibilities
Respond to incoming calls, emails, and in-person inquiries to assist patients, families, and providers with billing, payment, and account-related concerns
Explain in depth to patients what their responsibility is (i.e.: deductible, co-insurance, copayments)
Promptly follow up with appropriate parties to effectively resolve customer questions and problems. Maintain professionalism and empathy in all interactions
Accurately process payments, set up payment plans
Accurately apply uninsured, prompt pay, and ministry discounts in accordance with policy and productivity standards
Thoroughly research and resolve identified payment discrepancies in a timely manner including identifying and correcting posting errors (i.e. money applied to wrong account)
Consistently and accurately documents accounts with activities as needed in a timely manner
Verifies accuracy of patient demographic and insurance information with patient or family members, documents and updates as necessary
Pre-screen patients for financial assistance or charity programs, provide applications, and respond to related inquiries in a timely and compassionate manner
Verify insurance eligibility, benefits, and network status. Coordinate multiple coverages and ensure compliance with Medicare, Medicaid, and other federal healthcare regulations
Clearly communicate the organization’s participating insurance plans to patients and refer them to alternative providers when necessary
Serve as a liaison between patients and internal teams such as Patient Experience, PFS management, or other departments to address complaints and determine appropriate resolutions
Ensure all customer concerns are handled in compliance with organizational policies, while upholding patient and employee rights, including confidentiality of health and personnel issues
Collaborate with internal departments and physician offices to ensure accurate and timely claims processing
Reconcile accounts, resolve denials, and pursue outstanding balances using payer remits, contracts, and policies. Identify and report patient and insurance credits to the appropriate department for resolution
Accurately calculate and communicate patient and insurance liabilities across all payer types. Determines correct contractual allowances
Attends and participates at departmental team meetings, workgroups and other organizational educational programs
Identify and investigate duplicate Guarantor Accounts, then merge them to support timely and accurate self-pay billing
Create and explain good faith estimates for all patients, including self-pay and out-of-network cases. Educate patients on anticipated balances and payment expectations to support informed financial decisions
Identify and notify management of customer service issues and potential process/system problems that cause billing and payment errors and assists in improvement implementation as requested
Qualification
Required
High School Diploma / GED Required
3 years Experience in healthcare financial services, healthcare registration services or related healthcare experience
Detailed knowledge of major third-party billing and contract requirements
Ability to work independently with strong analytical and problem-solving skills utilized to determine work prioritization, coordination, application of departmental procedures and resolve complex customer service issues
Strong written and verbal communication skills; able to present information clearly and respond effectively to patients, providers, and leadership
Proficiency in basic math, including calculations involving discounts, interest, and percentages; ability to apply basic algebraic concepts
Excellent interpersonal skills, with the ability to remain calm, respectful, and professional under pressure
Team-oriented mindset with a commitment to continuous improvement and patient-centered service
Preferred
Associate's Degree or equivalent undergraduate hours preferred
Working knowledge of basic medical terminology preferred
Keyboarding or typing skill of at least 30 wpm strongly desired
Proficiency in Microsoft Office (Word, Excel), email, and patient accounting systems preferred
Company
Stormont Vail Health
Stormont Vail Hospital provides primary care, pediatric care, mental health express care clinic services.
1001-5000 employees
H1B Sponsorship
Stormont Vail Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
2024 (7)
2023 (17)
2022 (18)
2021 (14)
2020 (12)
Funding
Current Stage
Late StageTotal Funding
$0.22MKey Investors
Kansas Department of Commerce
2023-06-20Grant· $0.22M
Leadership Team
Maynard Oliverius
Health system CEO (retired)
Randy Peterson
President/CEO
Recent News
Morningstar.com
2025-06-12
Company data provided by crunchbase