Job Description Customer Service Specialist
Position Highlights: - Shift Schedule: Full Time (40 hours), Monday-Friday
- Department: Registration
- Location: Atrium Health Wake Forest Baptist
What We Offer: - Generous PTO: Accrue up to 25 days/year, to be used for vacations, sickness, holidays, and personal matters.
- Education Reimbursement: We invest in your professional growth, offering up to $2,500 per year towards a bachelor's degree and up to $5,000 per year towards a graduate degree.
- Wellness Incentives: Take advantage of up to $1,350 per year in wellness incentives through our LiveWELL program, prioritizing your well-being.
- Parental Benefits: We understand the importance of family, providing six weeks of paid birthing-mother maternity leave and four weeks of paid parental leave.
- Retirement: Secure your financial future with up to 7% employer-paid retirement contributions.
What You'll Do: Under the leadership of Patient Financial Services (PFS) management, provides supportive assistance to patient regarding billing concerns/issues. Responsible for answering incoming phone calls from patients and resolving billing concerns in a timely, accurate manner. Performs specialized duties for the team and assists the Assistant Manager and Manger with daily activities. Maintains a thorough knowledge of tasks performed in the department in order to fulfill the task of the other team members in their absence. Additional duties are to assist in the development in training materials to ensure that processes are captured accurately.
1. Assesses the nature of incoming calls, identifies, and completes appropriate action in a prompt manner.
2. Activities may include, researching specific transactions on a claim, re-sending patient statement, re-billing a claim, adding or changing insurance information, verifying eligibility on account, pulling an explanation of insurance benefits for payment information, requesting an adjustment on a claim, sending itemized statements, sending a Financial Aid Application to a patient or referring to Financial Counseling, as appropriate, and directing customer to the appropriate responsible party to resolve concerns outside PFS, as needed, and posting comment(s) into Epic documenting patient's concern and the actions taken.
3. Provides direction to the other members of the team, serves as a resource for questions.
4. Researches the more difficult accounts and questions.
5. Prioritizes the workload based on guidance from management. Organizes work/resources to accomplish objectives and meet deadlines.
6. Understands all key processes in PFS including activities related to billing, collections/follow-up, posting and customer service and how their actions impact the Revenue Cycle.
7. Assists in the development of training materials.
8. Maintains compliance with federal, state and local regulations, HIPAA and the Corporate Responsibility Program.
9. Maintains the privacy and security of all confidential and protected health information. Uses and discloses only that information which is necessary to perform the function of the job.
10. Reports issues and trends to appropriate management personnel in PFS and works collaboratively to develop solutions.
11. Participates in all educational activities and demonstrates personal responsibility for job performance.
12. Maintains compliance with established corporate and departmental policies and procedures, quality improvement program, customer service and productivity expectations.
13. Maintains satisfactory attendance and punctuality record as set forth by Atrium Health Wake Forest Baptist policies.
14. Performs other relevant work functions, as requested.
What You'll Need: - High school diploma or GED equivalent
- Two years of customer service experience.
- Two years business office experience in a physician practice or hospital preferred.
The ideal candidate will also possess the following skills:
- Excellent phone etiquette and internal/external customer service skills required to interact with patient accounting personnel on a daily basis concerning patient issues
- Demonstrates the ability to work independently
- Consistently demonstrates a positive and professional attitude at work
- Maintains stable performance under pressure
- Handles stress in ways to maintain relationships with patients, customers and co-workers
- Ability to communicate effectively both orally and in writing
- Strong computer and math skills, knowledge of Excel is required
- Demonstrates leadership in establishing and achieving goals
- Extensive knowledge of Medicare, Medicaid and all other third party insurance guidelines
- Ability to exercise independent judgment in unusual or stressful situations
- Demonstrates in-depth knowledge and experience in the following technology solutions: patient accounting, optical imaging and scanning, patient systems and internet-based insurance websites
About Us Atrium Health Wake Forest Baptist is a pre-eminent academic health system based in Winston-Salem, North Carolina. Atrium Health Wake Forest Baptist is part of Advocate Health, which is headquartered in Charlotte, North Carolina, and is the fifth-largest nonprofit health system in the United States, created from the combination of Atrium Health and Advocate Aurora Health. Atrium Health Wake Forest Baptist's two main components are an integrated clinical system - anchored by Atrium Health Wake Forest Baptist Medical Center, an 885-bed tertiary-care hospital in Winston-Salem - that includes Brenner Children's Hospital, five community hospitals, more than 300 primary and specialty care locations and more than 2,700 physicians; and Wake Forest School of Medicine, the academic core of Atrium Health Enterprise and a recognized leader in experiential medical education and groundbreaking research that includes Wake Forest Innovations, a commercialization enterprise focused on advancing health care through new medical technologies and biomedical discovery.
Wake Forest Baptist Health, Wake Forest University School of Medicine and Atrium Health have joined forces in a strategic combination that will enhance care, transform medical education and create economic opportunity for countless lives in North Carolina and beyond. As a part of that combination, the two health systems will be integrating technology and platforms, including our career sites.
This means that although you are applying on the Wake Forest Baptist Health Career Site, you receive communications from the Atrium Health Recruitment Team. Please know that this is an expected process, and thanks in advance for your flexibility.
About the Team Mission, Vision and Culture Commitments Mission To improve health, elevate hope and advance healing - for all.
Vision To be the first and best choice for care.
Culture Commitments We create a space where all Belong
We Work as One to make great things happen
We earn Trust in all we do
We Innovate to better the now and create the future
We drive for Excellence - always