Customer Service Representative - Patient Accounts

Job Number 52876
Posted 2/27/2018
Account Mercy Hospital
Location WESTBROOK - OTHER, ME 04102
Schedule Regular Full-time
Shift Day
Hours 8.0
Job Details Job Summary:

Under the direction of the Supervisor of Cash Applications/Collection, the Customer Service Rep is responsible for answering the main telephone line into Patient Accounts. Patient inquiries are either handled on the spot or transferred to the appropriate person. The incumbent handles Attorney correspondence via email and phone calls, Handles all demographics via-email or phone calls. The incumbent performs duties and tasks in accordance with performance standards established for the job. The incumbent may have access to highly confidential patient, employee and/or Mercy proprietary information, and must handle & protect the information in accordance with hospital & system policies, HIPAA requirements and the highest level of ethical standards. The incumbent is responsible for reporting all security events, potential events, or other security risks to the organization. The incumbent is responsible for participation in and completion of all patient safety initiatives appropriate to the position, and conducts all job responsibilities according to the Mission and Values of Mercy Hospital.


A High School Diploma or GED is required. Post-secondary training in accounting, bookkeeping or related field is desired.A minimum of one (1) year experience in this or similar jobs is required. Additional experience with progressively more responsible tasks is desired. Experience in a healthcare, physician practices and/or not for profit environment is preferred. Must be able to operate independently to complete all tasks with minimal supervision. Must have good interpersonal skills to interact with individuals in all levels of the hospital and the public. Must be accountable for accuracy and timeliness of work. Must be trustworthy and committed to confidentiality. Incumbent has access to confidential hospital, patient, and employee financial information.

Principal Requirements:

1. Answers main telephone line into Patient Accounts.

· Answers patient phone calls, helps resolve patients questions.

· Work with patient to establish payment arrangements or provide assistance with completing free care application.

· Identifies and corrects any accounts within the scope of his/her abilities.

· Recognizes when issues are outside his/her scope of transfers calls appropriately and efficiently.

· Provides information to patients as appropriate, customer service being most important.

· Works with all providers via-email and phone calls providing them with demographic information

· Works with Supervisor to transfer Allscripts AR to bad debt Collection Agency as needed.

2. Handles attorney correspondence

· Provides Attorney appropriate documentation needed to pay the bill, via e-mail, phone call

· Handles patient-related attorney correspondence

3. Initiates demographic changes to patient accounts.

· Records all patient statements that arrive with noted changes to demographic data into Allscripts accurately and timely.

4. Updates patient records for those patients who are deceased.

· Marks appropriate accounts as deceased when such information is received.

5. Performs additional duties as required or assigned.

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.