At Central Maine Healthcare our team members are committed to providing exceptional care and experiences for our community and for each other every day.
Central Maine Healthcare is seeking a Customer Service Rep to join our Team.
This is an on-site, full time 40-hour, benefits eligible position. ?
The rate of pay is $20.00 per hour.
The Customer Service Representative is responsible for all communication and research regarding patient accounts, as well as for responding to all patient inquiries for the regional healthcare system. This is a highly visible position with limited flexibility. The representative's workflow is dictated by call volumes.
Regulatory Requirements: - High School graduate or equivalent. - Minimum of two years relevant experience, including knowledge of insurance billing and medical terminology - Understanding of various insurance plans, government agencies, Medicare and Medicaid.
What It's Like Working At CMH:
We are all about our team members growth and health. That why we prioritize work/life balance, community-based wellness initiatives and tuition reimbursement or student loan repayment for ALL of our team members.
CMH offers a robust benefits package that includes:
Robust Paid Time Off (PTO) program
Medical plan with enhanced Tier 1 benefits provided within the CMH system.
Dental plan
Vision plan
Health Savings Account (HSA)
Basic Life insurance at no cost
Supplemental Life insurance
Long-term disability insurance
401(k) or 403(b) retirement savings plans
Tuition IO partnership for student loan repayment assistance and tuition assistance
Family leave program for Parental Leaves
Comprehensive Wellness Program
Duties and Responsibilities: Demonstrates Competency in the Following Areas: 1. Projects a positive image of the department and organization as the first line of contact with patients regarding their financial services 2. Interacts daily with patients regarding billing problems, insurance information, payment data, etc., and applies resolution on established standards and reference guidelines by demonstrating the ability to assist patients and insurance companies with billing questions and problems. 3. Interprets billing questions and provides clarification by developing and maintaining a working knowledge of services offered. 4. Demonstrates ability to assist patients/families with third party billing questions and routes calls appropriately when necessary. 5. Listens and responds to customer service needs with the appropriate level of urgency. 6. Develops and maintains rapport with insurance payers, outside agencies and other departments within the regional healthcare system. 7. Updates patient accounts based on verified information from the patient/guarantor 8. Prepares correspondence to patients, attorneys, and insurance payers, (i.e., itemized bills, etc.) as necessary within 2 business days. 9. Processes patient requests for financial assistance, within 2 business days. 10. Interacts with patients/families in a professional manner. Provides explanations regarding statements, insurance coverage; ensures confidentiality of patient records. 11. Sets up payment arrangements for patients/guarantors according to established guidelines and transfers these accounts to Advanced Collection Services (ACS) or the Self Pay Representative, as appropriate 12. Processes address changes as notified from ACS and return mail notifications 13. Records appropriately detailed notes on the patient account or guarantor following each call. 14. Reviews Patient Statements for errors and notifies supervisor when necessary 15. Communicates clearly and accurately with the Supervisor. 16. Follows through, in a timely manner, on all action steps requested by supervisor. 17. Meets stated performance standards for call duration, work time per call and call volume. 18. Achieves a Quality Review score of 2.8 or better, 90% of the time. 19. Handles all internal and external customer service matters in a timely, professional, confidential and appropriate manner 20. Adheres to department protocol and Central Maine Healthcare policies and procedures. 21. Demonstrates the ability to be flexible and organized and function well in stressful situations. 22. Provides coverage for other team members, when necessary, reorganizes workflow as necessary to accomplish this. 23. Assists with projects and other assignments when necessary, offering assistance when possible. 24. Acts as a resource to the entire Customer Service team, providing training and support as necessary. 25. Processes and completes all job responsibilities in compliance with regulatory requirements.
Language Skills: - Able to effectively communicate in English, both verbally and in writing. - Additional languages preferred. Skills: - Basic computer knowledge. - High level of interpersonal communication skills. - Ability to handle difficult customer situations.
If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!
AT CENTRAL MAINE HEALTHCARE YOU ARE AT THE CENTER OF EVERYTHING WE DO
Our why, our purpose, drives every decision and action we take as a healthcare system. We strive everyday to deliver exceptional care, and to improve our community. We are a non-profit organization that is breaking the traditional healthcare mold by bringing our patients and their family's high value, low cost, and award-winning care while focusing on creating an exceptional experience for them; all within their communities. To accomplish this, we only hire individuals who are committed to excellence, who embody the principles of our CMH Experience Service Standards, and who are ready to step in and help their fellow team members achieve those exceptional results for our patients, their families, and the community.
Central Maine Healthcare System
The organization is broad in its footprint, with three (3) hospitals in Bridgton, Lewiston, and Rumford, and over 75 individual practices within our Medical Group. Lewiston's Central Maine Medical Center is a certified and award-winning level two trauma center, along with our Central Maine Heart and Vascular Institute and the upcoming highly anticipated launch of our comprehensive state of the art cancer treatment center. Both Bridgton and Rumford Hospitals are four (4) star accredited acute care hospitals, and our Medical Group and Maine Urgent Care Centers have won multiple awards within their specialties. As a system we are a six-time winner of the Leapfrog Safety A Rating since 2019, representing some of the highest quality care and outcomes nationwide. Our awards and accolades are only possible as a result of our commitment to culture, and a focus on safety and inclusion, in each of our patient's experiences and in the experiences we create within our teams.
If you are a person who is looking for a way to give back to your community, to help improve the lives of patients or those who care for our patients, want to be part of a growing organization that is setting the bar for Maine healthcare, apply to join Central Maine Healthcare today!
Diversity and Equal Employment Opportunity
CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.
