Advocate Aurora Health · 2 days ago
Customer Service Representative I Onsite
Milwaukee, WI
Full-time
Onsite
Entry Level
$22/hr - $34/hr
2+ years expAdvocate Aurora Health is a healthcare organization seeking a Customer Service Representative I to deliver exceptional patient financial experiences. The role involves managing inbound calls, responding to patient inquiries, and ensuring effective account resolution while maintaining productivity and quality assurance goals.
Health Care
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 Advocate 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 Advocate 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)
Company
Advocate Aurora Health
Advocate Aurora Health is a Healthcare
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$10.17MKey Investors
National Cancer Institute
2022-12-02Acquired
2019-08-20Grant· $10.17M
Leadership Team
Don Fosen - CISM, HCISPP
Chief Technology Officer
Jon Kluge
Chief Operating Officer, Senior Vice President, Advocate Aurora Medical Group
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