Customer Experience Representative - Patient Financial Services FT

Gibson Area Hospital; Gibson City (IL); On-site; USD 54,443,000 - 71,635,000; Full time

Job summary

Gibson Area Hospital & Health Services in Gibson City, IL seeks a CBO Representative responsible for accurate and timely billing and follow-up to ensure prompt payment from payers. You will handle communications with patients, insurers and internal teams, and perform daily denial management tasks.

The role includes 40 hours weekly, Monday–Friday, 8:00 AM–4:30 PM, with a salary range of $19.00–$25.00 per hour.

Qualifications

• Knowledge of PC’s keyboard, calculations, copy machine, printers and other office equipment.
• Light physical effort; ability to lift up to 10 pounds, and sit/stand at a workstation.
• Visual and auditory acuity for information processing and communication.

Responsibilities

• Run daily billing follow-up reports for patient accounts with Medicare, Medicaid, Blue Cross, Commercial and other payers.
• Make outgoing and receive incoming calls and answer inquiries regarding billing status for patients, insurers and others.
• Ensure timely follow-up with insurance based on established policies.
• Review patient account information from admissions/registrations to identify missing data and determine follow-up steps.
• Respond to billing questions and provide clarification to customers.
• Maintain communication with insurance payers, outside agencies and internal departments.
• Refer non-routine issues to management for clarification.
• Prepare and update correspondence to customers and payers as needed.
• Communicate customer needs with appropriate urgency.
• Process and scan all EOBs/Correspondence within 2 business days.
• Rebill and reprocess denials/rejections to resolve payer issues.
• Take incoming calls from patients about insurance and billing.
• Process walk-ins.
• Address Credit Balance reports monthly.
• Work professionally with staff at all times.
• Work the denial program daily.

Job description

Job DetailsJob Location: Gibson City, IL 60936Position Type: Full TimeSalary Range: $19.00 - $25.00 HourlyHOURS & SHIFT REQUIREMENTS: Regular full time, 40 hours weekly, Monday - Friday, 8-4:30.

GENERAL SUMMARY

The CBO Representative is responsible for accurate and timely billing and follow-up of all claims to ensure prompt payment from all payers. This would include all communication and research regarding patient accounts with all departments involved.

GIBSON AREA HOSPITAL & HEALTH SERVICES MISSION STATEMENT

To provide personalized, professional healthcare services to the residents of the Communities we serve.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• 1. Run required daily reports for preparation of billing follow-up of patient accounts with all Medicare, Medicaid, Blue Cross, Commercial and all third parties.
• 2. Make Outgoing & Receive incoming calls and answer inquiries from patients, insurance companies and all other parties regarding the status and billing questions concerning claims.
• 3. Ensures appropriate, accurate/timely follow-up to all insurance companies based on established policies and procedures.
• 4. Review patient account information received from admissions and out patient registration. Identify any missing information and determine what avenue to take to insure timely follow-up.
• 5. Adequately responds to billing questions and provide clarification to customers.
• 6. Develops and maintains appropriate communication with insurance payers, outside agencies and internal departments.
• 7. Appropriately refers all non-routine issues to management for clarification.
• 8. Accountable for updating and preparing correspondence to customers and insurance payers as necessary.
• 9. Effectively communicate to customers needs with the appropriate level of urgency.
• 10. Process and scan all EOB’s/Correspondence received within 2 business days.
• 11. Re-bill and reprocess all Denials and Rejections ensuring all avenues are explored to resolve and issues with Insurance Payers.
• 12. Take incoming calls from patients regarding their insurance and billing.
• 13. Process all walk-ins
• 14. Resolution of Credit Balance reports Monthly.
• 15. Ability to work with fellow staff in a professional, courteous and respectful manner at all times.
• 16. All other duties assigned by Director of PFS or Executive Director of Revenue Cycle.
• 17. Work the denial program daily.

QualificationsPHYSICAL REQUIREMENTS

• 1. Work requires knowledge of PC’s keyboard, calculations, copy machine, printers and other office equipment.
• 2. Light level of physical effort required for a variety of physical activities to include lifting, standing and sitting at a workstation for up to four hours at a time.
  • Floor to waist - 10 pounds
  • Waist to shoulder - 10 pounds
  • Shoulder to overhead - 10 pounds
  • Carry 10 pounds for 15 feet
• 3. Work requires visual acuity necessary to observe and obtain information and use documentation.
• 4. Auditory acuity to hear others for purposed of fluent communication.

INFECTION EXPOSURE RISK LEVEL

Category 3 - No Risk - Your job does not involve exposure to blood, body fluids or tissue. You do not perform or help in emergency medical care or first aid as part of your job.

WORKING CONDITIONS

• 1. Works in an office where there are relatively few discomforts due to dust or dirt. There is some exposure to print noises.
• 2. Will work in an office with co-workers where traffic may be constant, subjecting your work to interruptions, which can produce stress and fatigue.

REPORTING RELATIONSHIP

Reports to the Director of Patient Financial Services.