• Job Description

  Req#: 517997
  Company Overview
  
  National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance.
  
  Position Summary:
  
  The customer service representative is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries
  
  Essential Duties and Responsibilities:
  
  • Answer incoming patient, insurance company and physician office telephone calls.
  • Receives and responds to all patient inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
  • Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
  • Whenever possible, resolves question directly so that patient receives prompt satisfaction.
  • Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
  • Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
  • Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
  • Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
  • Identifies and communicates complaint patterns to management team.
  • Maintains strictest confidentiality.
  • Document all actions in the system notes.
  • Demonstrate a positive attitude and serve others with personal service 100% of the time.
  • Use the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.
  • Meet Customer satisfaction standards set forth by management
  • Meet Productivity/Performance standards as set forth by management.
  • Adhere to all company policies and procedures.
  • Adherence to and compliance with information systems security is everyone's responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.
  
  
  Non-Essential Duties and Responsibilities:
  
  • Perform other duties as assigned.
  
  
  Education/Licensing/Certification:
  
  • High-school graduate or equivalent.
  • Associate degree in business administration or related field of study is preferred.
  
  
  Experience:
  
  • Two years of collection experience preferred or equivalent combination of education and experience will be considered. Prefer experience in a health care organization.
  
  
  Knowledge and Skills:
  
  • Excellent verbal and written language skills to answer customer concerns in simple, understandable language.
  • Proficiency with math skills - (i.e., skill in calculation of charges, payments and adjustments)
  • Knowledge of insurance processing, guidelines and general laws related to all payers
  • Must be able to establish proficiency in using the IDX practice management system
  • Excellent customer service skills
  • Ability to multi-task effectively
  • Data entry skills
  • Basic knowledge of CPT, ICD-9 and ASA codes
  • Sound problem solving skills & decision making ability
  • Strong analytical skills
  • Skill in gathering and reporting information from multiple sources, (IDX, internet, electronic records)
  • Must have a pleasant disposition and high tolerance level.
  • Must display a positive "teamwork" attitude and strong interpersonal skills
  • Ability to work effectively and independently with staff, physicians and external customers with limited supervision
  • Ability to maintain confidentiality
  • Ability to read, write, and speak English
  • Willingness and ability to follow direction and/or company policy as directed by management.

• About the company

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