What are the responsibilities and job description for the Customer service representative position at Children's National Hospital?
Provide single point of contact for parents in regard to billing and insurance reimbursements of physician and hospital services.
Respond to high volume, complex parent inquiries regarding billing issues. Research multiple hospital and physician service billing systems to resolve customer issues.
Document activities and contact in systems. Develop detailed understanding of assigned managed care contractor and payor requirements.
Minimum Education
High School Diploma or GED (Required)
Minimum Work Experience
3 years 3 5 years medical business office experience (Required)
Functional Accountabilities
Patient Services
Receive calls from parents regarding billing questions for physician and hospital services.Review accounts with parents and communicate any complex billing information in a way that parents can understand;
Work with parents to resolve billing concerns, following-up until needs are met.May provide information in legal matters, with appropriate authorization.
May contact third party payors on behalf of parents to obtain additional information.May provide further account itemization to parents;
interpret EOB letters for parents.Integrate information from multiple systems to develop responses to parents’ concerns.
Billing Issues
Develop detailed knowledge of internal billing systems to research billing inquires for both physician and hospital services.
Identify source of any issue and the resources required to resolve in a timely manner; refer unresolved issues to manager.
Adjust overpayments and posting errors to accounts.Within identified parameters, write-off account balances; recommend and refer larger write-offs to manager for approval, provide supporting documentation.
Document actions in system including research findings, write-offs, documentation sent, documentation requested etc.May add insurance information to systems.
Safety
Speak up when team members appear to exhibit unsafe behavior or performanceContinuously validate and verify information needed for decision making or documentationStop in the face of uncertainty and takes time to resolve the situationDemonstrate accurate, clear and timely verbal and written communicationActively promote safety for patients, families, visitors and co-workersAttend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
Organizational Accountabilities
Program Knowledge
Understand managed care contracting requirements and apply principles for assigned payors.As assigned, develop detailed understanding of state / federal assistance programs, e.
g., Medicaid.Understand federal and state regulations surrounding billing as it applies to assigned payors.
Organizational Commitment / Identification
Partner in the mission and upholds the core principles of the organizationCommitted to diversity and recognizes value of cultural ethnic differencesDemonstrate personal and professional integrityMaintain confidentiality at all times
Customer Service
Anticipate and responds to customer needs; follows up until needs are met
Teamwork / Communication
Performance Improvement / Problem-solving
Contribute to a positive work environmentDemonstrate flexibility and willingness to changeIdentify opportunities to improve clinical and administrative processesMake appropriate decisions, using sound judgment
Cost Management / Financial Responsibility
Use resources efficientlySearch for less costly ways of doing things
Primary Location
Maryland-Silver Spring
Work Locations
Tech Hill
Accounting & Finance
Organization
Finance
Position Status
R (Regular)
Shift
Work Schedule
Job Posting
Jan 30, 2024, 8 : 35 : 39 PM#J-18808-Ljbffr
Last updated : 2024-04-06
