CUSTOMER ADVISOR
Company: Parallon
Location: Houston , TX
Category: Customer Service, Healthcare, Call Center
Job Type: Full Time
Posted: 12/27/2018
JOB DESCRIPTION:

Job Summary – The Customer Advisor is responsible for working with customers to address inquiries and concerns related to patient accounts. (This position would handle patient calls and other responsibilities as assigned).
 
Supervisor – Customer Service Manager
 
Duties (included but not limited to):

  • Talk with customers by phone or in person to obtain information needed to resolve inquiries.
  • Confer with other staff members to obtain additional information and clarification needed to resolve customer concerns
  • Reconcile accounts according to insurance contracts and submit/ process correct contractual
  • Review accounts for appeal requests and forward appropriately
  • Review accounts for duplicate or charge errors, forwarding to audit if necessary
  • Correct or add insurance information and request rebill
  • Encourage payment from patient through credit card, check or payment arrangement
  • Answer all inquiries from customers promptly (generally the same day received)
  • Assist patient account inquiries by courteously supplying accurate and timely information, including bills if requested
  • Follow all guidelines and policies for SSC employees, both general policies and those specific to customer service activities
  • Maintain a courteous and professional attitude with customers and coworkers
  • Identify problem accounts and escalate as appropriate
  • Analyze, process and index correspondence via CWF (if applicable).
  • Maintain compliance with pool completion requirements (if applicable)
  • Maintain required productivity and QA standards
  • Document in the patient account record to identify actions taken on the account
  • Work with patients and guarantors resolve payer requests and discrepancies to promptly resolve pending claims.
  • Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement” and all policies and procedures related to the Collections department.
  • Other duties as assigned
     
    KNOWLEDGE, SKILLS & ABILITIES
  • Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately.
  • Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
  • Interpersonal skills - able to work effectively with other employees, patients and external parties
  • PC skills - demonstrates proficiency in Microsoft Office applications and others as required
  • Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
  • Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
JOB REQUIREMENTS:

EDUCATION

High school diploma or GED required.
 
EXPERIENCE

Minimum one year related experience required, preferably in healthcare. Relevant education may substitute experience requirement.

ADDRESS:

Houston, TX
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