PFS Customer Service Rep

MERCY HEALTH CORPORATION • Janesville, WI • 1d ago

JOB REQUIREMENTS: ESSENTIAL DUTIES AND RESPONSIBILITIES In-depth
knowledge of all applications used by Patient Financial Service partners
such as: Epic, Retired Epic, Matrix, Kronos, Microsoft Outlook,
Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport
OneSource, Paytrace, Forward Health, etc. Fluent and knowledgeable on
EPIC Guarantor based billing. Take customer calls in a fast-paced
environment with the ability to think quickly and provide accurate
answers to their inquiries and concerns. De-escalate situations
involving dissatisfied customers offering assistance and support. Assist
walk-in patients with billing inquiries. Guide callers through
troubleshooting MyChart including generating activation codes and
password reset of Guest pay accounts. Work closely with pre-collect and
bad-debt vendors to resolve patient inquiries in an efficient and
accurate manner. Researches and performs audits on patient accounts to
determine where balances are due, from third party payers or patient
responsibility. Understand statement cycles, the bad-debt process and
collection practices. Has in-depth knowledge of community-based, state
or federal government programs to provide assistance to patients who
have no ability to pay for their health care needs. Screens patients and
provides assistance with completion of the application process for the
financial assistance program. Thorough understanding of how to identify
if charges on a patient\'s account are correct. The representative will
need an in-depth understanding of what information is available to
assist in the process of account resolution such as medical record,
insurance websites, etc. Assists patients/callers on billing concerns,
account balances, account payment options and various insurance
resources in person or over the telephone. Complete pricing
transparencies and estimates in person or over the telephone. Responds
to patient inquiries via in person, mail, phone, MyChart correspondence
and/or email. Initiates follow-up to the appropriate Billing or Coding
Department and insurance carriers to ensure payment for services.
Familiarity with rules and regulations for Government Insurance
including Medicare and Medicaid, Commercial Payers, Third Party
Liability, Worker Compensation, Institutional Accounts, Self-Pay, and
third party collectors. Responds to third party and patient requests on
credit balances and initiates the refund process in the event monies are
due back to the payer or patient. Documents all patient encounters on
appropriate patient account/claim utilizing notes. Ensures account is
updated to accurately reflect the current status. Serves as a liaison to
all patient financial staff by maintaining good communication regarding
any problems and/or resolutions to patient issues. Assists with
new-hire... For full info follow application link.
EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity
employer functioning under Affirmative Action Plans. ***
APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/B215860C296C418B

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