Customer Service Rep

ummh; Worcester (MA); On-site; USD 29,000 - 40,000; Full time

Benefits offered by this job

Signing bonus

Job summary

UMass Memorial Health in Massachusetts is seeking an experienced billing specialist to handle inbound inquiries from patients and responsible parties. You will access billing systems, coordinate with revenue cycle teams, and help resolve accounts with insurance eligibility checks and payments.

The role requires strong customer service, problem solving, and communication skills, plus familiarity with medical terminology and third-party insurance processes. A signing bonus may be available.

Qualifications

• Three years of relevant work experience, including telephone customer service.
• Knowledge of third party insurance and medical terminology.
• Demonstrated ability to deal effectively with the public, physicians, and others.
• Computer skills. Excellent customer service skills and problem solving ability.

Responsibilities

• Responds to patient/responsible party inquiries about physician and hospital accounts via telephone, mail, email and in person by accessing the billing system.
• Accesses vendor applications and databases to assist in resolving patient inquiries.
• Operates within the call distribution center protocols.
• Works assigned system work queues within established protocols.
• Processes patient correspondence and emails for Single Billing Office.
• Communicates with other areas of the revenue cycle to resolve patient inquiries.
• Handles insurance eligibility, account adjustments, payment plans, refunds, and guarantor updates.
• Documents all actions taken in billing system.
• Completes daily statistic summary report.

Skills

Telephone customer service

Customer service

Communication

Problem solving

Medical terminology

Insurance knowledge

Education

High School Diploma

Tools

Billing system

Internal databases

External databases

Payment processing systems

Job description

Exemption Status: Non-Exempt

Hiring Range: $20.94 - $29.27 (based on a full time schedule of 40 hours per week). Please note that the final offer will vary based on scheduled hours. Compensation for part-time or reduced schedules will be prorated based on scheduled weekly hours, experience, skills, qualifications, and internal equity considerations.

Schedule Details: Monday through Friday

Scheduled Hours: 8:00 AM to 4:30 PM

Shift: 1 - Day Shift, 8 Hours (United States of America)

Hours: 40

Cost Center: 99940 - 5430 Single Billing Office

Union: SHARE (State Healthcare and Research Employees)

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a CaregiverAt UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Major Responsibilities

• Responds to patient/responsible party inquiries/requests for both physician and hospital accounts received via telephone, mail, email and in person by accessing the billing system.
• Accesses other relevant vendor applications, such as internal and external databases to assist in the resolution of patient inquiries.
• Operates within the protocols for a call distribution center.
• Works assigned system work queues within established protocols.
• Processes the patient correspondence patient voice mail, and patient emails for Single Billing Office.
• Communicates with other areas of the revenue cycle to resolve patient inquiries.
• Performs insurance eligibility and insurance updates, money transfers, account adjustments, reviewing of patient EOBs, processing of credit card phone payments, updates to demographic information, establishes payment plans, requests for patient refunds, and updates to guarantor information.
• Handles walk-in patient inquiries on-site and in-person.
• Documents all actions taken in billing system.
• Completes daily statistic summary report.

Standard Staffing Level Responsibilities

• Complies with established departmental policies, procedures and objectives.
• Attends variety of meetings, conferences, seminars as required or directed.
• Demonstrates use of Quality Improvement in daily operations.
• Complies with all health and safety regulations and requirements.
• Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
• Maintains, regular, reliable, and predictable attendance.
• Performs other similar and related duties as required or directed.

Position Qualifications

License/Certification/Education

Required:

• High School Diploma

Experience/Skills

Required:

• Three years of relevant work experience, including telephone customer service.
• Knowledge of third party insurance and medical terminology.
• Demonstrated ability to deal effectively with the public, physicians, and others, both inside and outside of the organization.
• Computer skills. Excellent customer service skills and demonstrated problem solving ability.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Physical Demands and Environmental Conditions

Work is considered sedentary. Position requires work indoors in a normal office environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Ackno