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Children's Wisconsin · 3 weeks ago

Patient Financial Service Representative I

United States

Full-time

Remote

Entry Level

1+ years exp

Children's Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. The Patient Financial Service Representative I is responsible for handling a high volume of inbound calls, providing exemplary service to patients and families, and resolving billing issues within the revenue cycle.

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Responsibilities

Works as part of a cross-functional team that must maintain knowledge of all hospital billing, physician billing, coding, medical records, and financial clearance functions across multiple service areas

Acts as a patient resource for navigating through the various departments of our health system

Works in a fast-paced call center environment, promptly and professionally answering inbound telephone calls, meeting department service standards and expectations

Negotiates payment plan arrangement and screens for financial assistance needs

Responds to patient’s questions in a timely, professional manner

Multi-tasks by working accounts in work queues to resolve self-pay balance issues while answering inbound calls

Utilizes patient billing software, which includes adding appropriate documentation of steps taken to obtain payment, respond to inquiries or resolve accounts

Educates and supports parents, families, and representatives with questions regarding CHW account balances

Educates families on insurance and revenue cycle processes

Determines when rebilling is appropriate and takes necessary steps in billing system to complete

Reviews in-coming correspondence and respond accordingly. Updates billing information

Reviews and updates return mail with new addresses

Utilizes Forward Health eligibility website to search for coverage for uninsured patients and takes necessary steps in billing system to complete eligibility check

Investigates and resolves straight forward credit balances. Determines appropriate next steps; transferring funds, requesting patient refund

Collaborates with Financial Counseling, Social Services, Patient Relations, Account Resolution Reps or other department members to resolve patient concerns, and patient balances

Works within the Medical College of WI service area in billing system to resolve shared services account balances

Escalates situations to leadership when appropriate for service recovery and timely resolution

Qualification

Insurance knowledgeCustomer serviceBilling softwareClaims processingMulti-taskingInterpersonal skillsOrganizational skillsTeam collaborationTime management

Required

High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) Required

1+ years related experience in insurance, collections, or customer service experience preferably in a healthcare setting. Required

Knowledge of claims processing and computerized systems desirable

Interpersonal skills necessary to efficiently respond to questions from patients and families regarding hospital financial policies, outside agencies' programs and physician offices to help resolve patient financial issues

Ability to hold composure and poise in escalated situations

Strong multi-tasking, organizational and time management skills

Ability to verbally communicate effectively in a professional manner to families, physicians and outside agencies

Ability to work as part of a team, demonstrating collaboration and flexibility

Must have knowledge of all revenue cycle operations and processes

Must be able to read and interpret insurance explanation of benefits to accurately process work and resolve problems