Call Taking Customer Service Rep

Yale New Haven Health; North Haven (CT); On-site; USD 36,000 - 55,000; Full time

Job summary

Yale New Haven Health is seeking a Customer Service Representative for Y Access Transport in Connecticut. You will provide professional customer service to hospitals, facilities, patients and clients, scheduling transportation, handling payments, and answering general questions about services.

Responsibilities include booking ambulance and wheelchair calls, verifying benefits, processing payments, and ensuring HIPAA compliance.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• Two years EMS customer service experience or related medical service preferred.
• Ability to obtain Emergency Medical Dispatcher (EMD) Certification within 6 months; CT EMT preferred.

Responsibilities

• Answer the phone in a timely manner.
• Booking transportation calls for ambulance and wheelchair services.
• Booking calls from online referral sources.
• Taking proper notes on calls with patient destination, doctor and floor; state appointment reason.
• Verifying benefits and identifying the primary payor.
• Submitting authorizations timely.
• Calculating costs of private pay trips.
• Taking credit card payments.
• Sending Letters of Intent for payment and attaching needed documents.

Skills

Medicare/Medicaid regulations

ICD-9/ICD-10 knowledge

Oral and written communication

Interpersonal communication

Teamwork

Attention to detail

Education

High School diploma or GED

Bachelor's degree preferred

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

EEO/AA/Disability/Veteran

The Customer Service Representative Y Access Transport is responsible for providing professional and courteous customer service to the Hospitals, Skilled Nursing Facilities, patients and clients that call in to set up transportation, make payments, or ask any general questions about our services. This position ensures that all necessary information is obtained by the caller to schedule the proper mode of transportation or response, obtain the proper authorizations, and establish the method of payment or payor for non-emergency claims.

Responsibilities

• 1. Answering the phone in a timely manner
• 2. Booking transportation calls for both ambulance services and wheelchair services
• 3. Booking calls from our online referral sources
• 4. Taking proper notes on calls, as to where the patient is going, which doctor, and floor for all calls with appointments, and state the reason for the appointment
• 5. Verifying benefits and identifying who the primary payor is
• 6. Attaching benefits to calls with proper file names
• 7. Submitting authorizations timely
• 8. Calculating the costs of private pay trips
• 9. Taking credit card payments
• 10. Sending out Letters of Intent for payment, with notes as to who is paying
• 11. Sending facilities or doctors' offices Medical Necessity forms
• 12. Verifying through workflows that you have double checked your days, calls for accuracy, and any authorization requests have been sent
• 13. Prebilling the calls for the selected payors
• 14. Clearing out the scan fax drive and attaching or printing any needed documents to calls
• 15. End of shift duties
• 16. Diligent adherence to protection of Personal Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) regulations
• 17. Support and uphold established corporation and department policies, procedures, objectives, quality improvement, and safety standards
• 18. Maintain positive behaviors, approaches, attitude, and commitment to interpersonal service to customers, visitors, and coworkers. Maintain a calm, non-emotional, and professional atmosphere in the organization at all times
• 19. Attend scheduled department meetings and training sessions
• 20. Adhere to all company policies and procedures
• 21. Perform other duties as assigned by management

Qualifications

EDUCATION

High School diploma or GED required. Bachelor's degree in a related field preferred.

Experience

Two (2) years EMS customer service experience or related medical service preferred.

Licence

Ability to obtain Emergency Medical Dispatcher (EMD) Certification within 6 months (180 days) of employment. Current certification as a CT EMT preferred.

Special Skills

Knowledge of Medicare/Medicaid Regulations Knowledge of ICD-9 and ICD-10 Codes Effective oral, written, and interpersonal communication skills Ability to work in a team-like setting, sharing responsibilities Ability to concentrate on fine detail with constant interruption

PHYSICAL DEMAND

Ability to stay seated for long periods of time without relief.

YNHHS Requisition ID

193044