Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
The Customer Service Representative serves patients and customers by providing information to resolve patient accounts issues and/or questions related to billing & insurance needs. Prepare documents to fax or mail out related to patient accounts. Documents phone calls and answers questions related to the Revenue Cycle. Acts as a representative to complete financial account information and serves the patient/customer population with Wayne UNC accounts.

Responsibilities:
1. Works accounts in the self-pay WQ and performs coverage discovery efforts to verify coverage.
2. Provides financial assistance/Access One information to patients.
3. Sends financial assistance documents via eFax to UNC Financial Assistance Department.
4. Abides by the Wayne UNC – Financial Clearance Collections Policy.
5. Acknowledges Wayne UNC CRMs from UNC Call Center to respond to escalated requests by patients and completes them within a timely manner.
6. Notifies PFS Leadership with matters that require administration assistance
7. Opens and scans mail to the various correspondence workqueues in Epic.
8. Perform hospital cashier duties which involves hospital departments requesting change for their department cash drawers/petty cash, i.e.: Admitting/ED Registration, MRI Registration, Cafeteria/Lunch Box, Coffee Shop/Gift Shop, Pharmacy, Wound Care, Materials Management and Rehab Registration.
9. Accepts patient payments related to their UNC bills.
10. Perform daily cash drawer balancing and bank deposit duties.
11. Responsible for working accounts in WQ 69278, Tricare Pending and perform the necessary follow-up on these accounts.
12. Work accounts that are on the monthly Xpress check report.
13. Uses professional customer service in all patient and teammate interactions.

Other information:
Education
High School graduate or equivalent required.

Licensure/Certification
None required.

Experience
Prior experience with Customer Service dealing with the public and/ or healthcare organization is strongly preferred. Computer literate. Office equipment use and knowledge such as fax machines,10 key calculators, printers, copiers, etc.

Knowledge, Skills and Abilities
• Demonstrate analytical, customer service, and interpersonal skills.
• Strong organizational skills.
• Good attention to detail.
• Ability to prioritize and multi-task.
• Ability to read, write and communicate effectively in English.
• Proficient with MS Office and Epic with the ability to learn new software rapidly.
• Previous Electronic Health Record EPIC experience preferred.
• Able to work with deadlines.
• Must have effective oral and written English communication skills in order to communicate in a clear and concise manner with patients, physicians, public, teammates and administration.
• Always displays a professional public image.
• Ability to discuss and prepare confidential financial information for patients

Valid NC Driver’s License: No
If driving a Wayne UNC Vehicle, must be 21 years old and MVR must be approved by Risk Management.

BO-223

01.8522.BO-233.NON-CLIN

Job Details

Legal Employer: Wayne Health

Entity: Wayne UNC Health Care

Organization Unit: Patient Accounts

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Assignment Type: Onsite

Work Schedule: Day Job

Location of Job: WAYNE MED

Exempt From Overtime: Exempt: No