Customer SVS and Legals Rep - Patient Financial Services - FT Days

Job Summary:  Provides customer service for incoming phone calls to the Patient Financial Services department, including insurance and patient calls.  Also, provides customer service to patients presenting at the Customer Service window in the Main Lobby of the hospital. Files liens, maintains legal accounts, and performs bankruptcy processing as assigned. 

Service and Quality Standards:

1.    Service
Is Customer focused
    Anticipates customer needs
    Adheres to customer service standards
Is Competent, caring and compassionate
    Treats coworkers and customers with dignity and respect
    Demonstrates competent, caring and compassionate behavior 
        to customers and coworkers
2.    People
Is conversation conscious
    Assures confidentiality of patient and employee information
Is positive in interactions with others
Is courteous and respectful
    Promotes a harassment free environment
    Inspires the trust of others
Acts in accordance with hospital policies, meets the requirements of the Code of Conduct,   and identifies any conflicts of interest.
3.    Quality
Is excellent in patient care and service
    Demonstrates multidisciplinary cooperation
    Assists in obtaining excellent satisfaction scores of feedback
Is safety conscious
    Demonstrates safety consciousness and supports safety initiatives
Is involved with improvement efforts
    Supports performance improvement
    Seeks ways to improve systems and services
    Shows commitment to improvement efforts
    Meets mandatory educational requirements
4.    Growth
Is a loyal ambassador
    Demonstrates commitment to hospital mission and vision
Is active and involved
    Supports hospital initiatives
    Champions innovation and supports change
Is a positive role model
    Fosters team cooperation
5.    Finance
Is a good steward of hospital resources
    Develops/uses efficient work methods
Is cost effective
    Conserves organizational resources

Job Responsibilities:

1.    Provides Customer Service for incoming calls to the Patient Financial Services department.
2.    Provides Customer Service for patients or patient representatives at the PFS department.
3.    Files liens with patient attorneys for guaranteed protection in liability settlements.
4.    Maintains legal accounts, processes legal documents, and performs bankruptcy processing as assigned.
5.    Consults with PFS Director in suit authorization as requested by the collection agencies, and processes required documents.
6.    Provides Customer Service to patients that present to the Customer Service Window at the Main Lobby of the hospital.

Education Requirements and Other Requirements:

    Education Level:    High School diploma or equivalent.
    Certification/Licensure:

    Experience Requirements: 
 Keyboarding 50+ wpm preferred.
 Experience in patient accounts office procedures preferred.
 Experience in patient accounts customer service preferred.
 Experience with patient accounts legal processes preferred.

    
Working Conditions: Exposure Category III:  Tasks that involve no exposure to blood, body fluids, or tissues, and Category I tasks are not a condition of employment.  The normal work routine involves no exposure to blood, body fluids, or tissues.  Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.