Customer Support Spec

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Responsible for processing Estates/Deceased, Bankruptcy, Charity Processing, Self-Pay Credit balances, Bad Debt/Court Hearing Representative, Coverage Review/Change, and Risk management Accounts.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent.

PREFERRED QUALIFICATIONS:

EXPERIENCE:

1. One (1) year experience in a healthcare setting

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Collections, Court appearances with follow up, files, storage retrievals, telephone inquiries, special billing functions, patient representative coverages, PC/CRT usages.

2. Files, Scans, and retries documents.  Shreds/Discards documents.

3. Responsible for Estate Searches, Estate filing, and follow up for final resolution.  Processes date of death notices.

4. Receives Initial bankruptcy notices, processes bankruptcy accounts, and follows up for final resolution.

5. Processes Charity adjustments, reviews accounts for presumptive charity scoring.

6. Reviews accounts in the self-pay credit balance work queue, applies credit to current balances or processes patient refund.

7. Represents WVU Medicine in Court Hearings with/without legal representation.

8. Reviews work queues and accounts for possible Medicare bad debt adjustments.  Reviews work queues for returned accounts from collection agencies and resolve accordingly.

9. Reviews work queue of accounts with new insurance coverage, and updates as needed.  Must be able to determine if coverage needs to be added and initiate billing.

10. Works with team members from other departments to place accounts on hold for patient care issues, and follows up on account for final resolution.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping, and feeling are necessary body movements utilized in preforming duties throughout the work shift.

2. Visual acuity must be within normal range.

3. Must be able to exert in excess of 50 lbs. of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds for force constantly to move objects.

4. Must have manual dexterity to operate keyboards, fax machines, telephones, and other business equipment.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Exposed to high stress and constant interruptions.

2. Normal business office surroundings.

SKILLS AND ABILITIES:

1. Professional Interactions at all times.

2. Excellent oral and written communication skills

3. Knowledge of medical terminology preferred.

4. Knowledge of third party payors preferred.

5. Knowledge of collection procedures preferred.

6. Knowledge of ICS-9 and CPT coding preferred.

7. Excellent Customer Service and telephone etiquette

8. Ability to use tact and diplomacy in dealing with others.

9. Demonstrated customer service relations.

10. Analytical skills necessary for problem solving.

12. Knowledge of Fair Debt Collection Act.

13. Specialized courses or seminars over and above high school that are directly related to collections, medical field, hospital business office setting.

14. Ability to understand written and oral communication.

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

656 SYSTEM Customer Service