Atrium Health · 14 hours ago
Customer Service Representative I
United States
Full-time
Remote
Entry Level
$20.40/hr - $30.60/hr
2+ years expAdvocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. They are seeking a Customer Service Representative I who will serve as the first point of contact for customer service issues and resolve a high volume of patient inquiries regarding hospital and professional billing questions.
Health CareHospitalMedical
Responsibilities
Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner and with consciousness and sensitivity to the diversity of the organization and its patients' needs
Manages a high volume of inbound calls, answers patient inquiries, and determines the appropriate path for resolution and follow-up
Demonstrates excellent customer service and expertise to patients, guarantors, and other external and internal contacts through oral and written communication
Responds to and documents all patient and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience
Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and is able to evaluate the most appropriate route for account resolution
Reads, interprets, and understands various differing insurance correspondence including both explanation and coordination of benefits
Demonstrates a basic understanding of varying different reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both the Physician Billing and Hospital Billing landscape and how those terms may affect the responsible party's benefits and subsequent balance(s)
Demonstrates a basic understanding of the standard healthcare coding methodologies, including, but not limited to CPT, HCPCS and ICD-10
Performs all clerical functions required to complete a request using available information and resources. Coordinates to resolve issues requiring follow-up with the appropriate team, insurance companies, attorneys' offices and other departments
Performs appropriate updates to insurance coverage, demographic information and contact information in patient billing system
Performs analysis of the responsible party's outstanding balance and provides consultative services to establish the most efficient and effective account resolution that meets the needs of the patient while also protecting the financial viability of Atrium Health
Prompts guarantors to pay outstanding balances over the phone using a credit or debit card, provides the lockbox mailing address for physical checks or initiates monthly payment arrangements for patients through Atrium Health's third-party partner
Responsible for meeting and maintaining Productivity measures and Quality Assurance goals as established by the Customer Service Department
Qualification
Required
High School Diploma or GED with 2 years relevant customer service experience
Preferred
Bachelor's degree
2 years progressive work experience in a hospital billing, professional billing or shared services environment
Experience with Epic's Resolute Hospital or Resolute Professional billing applications
Working knowledge or professional and hospital billing and follow-up
Knowledge of HIPAA standards and medical terminology and billing practices
Bi-lingual (Spanish and English)
Benefits
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Company
Atrium Health
Atrium Health, part of Advocate Health, is redefining how, when and where care is delivered.
Founded in 2007Charlotte, North Carolina, USA
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$6MKey Investors
Isabella Santos Foundation
2018-04-11Grant· $5M
2017-02-23Grant· $1M
Leadership Team
Dick Baker, IOM, CFRM
Executive Director/CEO, The HealthCare Foundation of Cleveland County
Eugene A. Woods
President and CEO
Recent News
Charlotte Business Journal
2025-02-01
Charlotte Business Journal
2025-02-01
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