AR Customer Service and Correspondence Specialist - UofL Health

Overview

WE ARE HIRING!Location: 250 E Liberty Street Louisville, KY 40202 

About UofL Health UofL Health is a fully integrated regional academic health system with nine hospitals, four medical centers, Brown Cancer Center, Eye Institute, nearly 200 physician practice locations, and more than 1,000 providers in Louisville and the surrounding counties, including southern Indiana. Additional access to UofL Health is provided through a partnership with Carroll County Memorial Hospital.  Affiliated with the University of Louisville School of Medicine, UofL Health is committed to providing patients with access to the most advanced care available. This includes clinical trials, collaboration on research and the development of new technologies to both save and improve lives. With more than 13,000 team members – physicians, surgeons, nurses, pharmacists and other highly-skilled health care professionals, UofL Health is focused on one mission: to transform the health of communities we serve through compassionate, innovative, patient-centered care. For more information on UofL Health, go to www.uoflhealth.org.

Job Summary:

The Accounts Receivable Customer Service Specialist answers incoming telephone calls, i.e., patients, insurance companies, physician offices, etc. regarding questions on hospital accounts.  With resolution, assists patient/guarantor/insurance companies on inquiries of a patient account.  Complete requests received via telephone or written correspondence such as a summary or itemized statement of charges, fax of UB, forward medical records to HIM Department, etc.  Scan documentation into electronic filing system and determine if action is required. Take appropriate action as needed, to include updating insurance in patient accounting system and resubmitting hospital claims, researching, and taking appropriate AR balance adjustments, or forwarding information to appropriate department leaders for prompt resolution.

Responsibilities

Under the direct supervision of an AR Support Service Manager, this position will provide Excellent Customer Service, including:

Percent of Time

Answer incoming calls promptly not to exceed the third ring.

25

Create solutions with compassion, listen to the caller without interruptions, be courteous, and respectful using sound judgement. Handle upset callers with a calm and positive manner.

25

Accept and process all credit card payments, scanned payment receipt to Power Chart and complete cash reconciliation sheet and attach payment receipt.

25

Document notes regarding all telephone calls/correspondence in the AR system daily in a clear and concise manner

25

• Upon request, send patient or insurance summary or itemized statement of charges.
• Work assigned accounts as directed while reaching daily productivity goals.
• Attend seminars as requested.

• Maintain compliance with all company policies, procedures, and standards of conduct.

Performs other duties as assigned.

Qualifications

MINIMUM EDUCATION & EXPERIENCE

• High School Diploma, or GED
• 1 year of customer service, patient registration, billing or equivalent experience
• Working knowledge of medical and insurance terms is desirable.

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to review, comprehend, discuss HCFA billing with Insurance or Government agencies.
• Knowledge of general insurance requirements.
• Experience working directly with EOBs and contractual adjustments.
• General computer knowledge, working with electronic filing.
• Ability to communicate verbally/in writing with professionalism.
• Ability to meet productivity expectations.