Clinic Customer Service Rep

REMOTE WORK OPPORTUNITY

Your time at work should be fulfilling. Rewarding. Inspiring. That’s what you’ll find when you join one of our non-profit CHI facilities across the nation. You’ll find challenging, rewarding work every day alongside people who have as much compassion as you. Join us and together we’ll create healthier, stronger communities.

CHI Health provides you with the same level of care you provide for others. We care about our employees’ well-being and offer benefits that complement work/life balance.

We offer the following benefits to support you and your family:

• Employee Assistance Program (EAP) for you and your family
• Health/Dental/Vision Insurance
• Flexible spending accounts
• Voluntary Protection: Group Accident, Critical Illness, and Identity Theft 
• Paid Time Off (PTO) 
• Tuition Assistance for career growth and development
• Matching Retirement Programs
• Wellness Program

From primary to specialty care as well as walk-in and virtual services CHI Health Clinic delivers more options and better access so you can spend time on what matters: being healthy. We offer more than 20 specialties and 100 convenient locations; with some clinics offering extended hours.

This job is responsible for performing clinic customer service functions related to billing questions in accordance with applicable guidelines. An incumbent serves as a liaison between clinics and the Revenue Cycle team on questions regarding billing and reimbursement. In addition, an incumbent is responsible for answering questions posed by clinic staff according to proper billing guidelines and for providing feedback and training based on examples and/or trends identified in the Revenue Cycle.

Work requires attention to detail, the ability to accurately and timely troubleshoot/resolve questions/issues and to resolve (within scope of the position) issues which may have a potential impact on revenues.

ESSENTIAL KEY JOB RESPONSIBILITIES

1. Receives and responds in a timely and professional manner to all billing-related questions posed by clinic staff; serves as liaison with various Revenue Cycle teams and other departments to respond to, or initiate response to, clinic questions

2. Identifies and researches unusual, complex or escalated issues as assigned; applies problem-solving and critical thinking skills as necessary to resolve issues within the scope of position authority.

3. Documents all activities and findings in accordance with established policies and procedures; ensures the integrity of all account documentation and written responses to clinic issues; maintains confidentiality of medical records.

4. Maintains current knowledge of internal, payer, and government regulations as applicable to assigned function.

5. Establishes and maintains professional and effective relationships with peers and other stakeholders.

6. Fields incoming call and email volumes from patients and Clinics in organized manner, addressing individual clinic concerns with attentiveness.

7. Provides feedback and training to clinic staff based on examples and/or trends identified in the Revenue Cycle, as necessary.

8. Collaborates with Patient Advocacy, Quality, and Risk departments as needed to resolve quality/risk adjustment requests from clinics.

9. Identifies trends in clinic questions and billing issues, and proactively resolves in accordance with established guidelines.

2 years customer service experience in healthcare or insurance billing - preferred

4 years of revenue cycle or related experience

High School Diploma or GED Preferred