Customer Service Trainee

Advocate Aurora Health; Oak Brook (IL); On-site; USD 22,000 - 30,000; Full time

Job summary

Advocate Aurora Health in Oak Brook, IL, is seeking candidates for a Trainee Program in Patient Financial Services. The role focuses on delivering excellent customer service via phone and electronic channels, guiding patients and guarantors through hospital and physician billing inquiries.

After completing a roughly six-month Trainee Program with supervisor-approved performance, you may be promoted to Customer Service Representative.

Qualifications

• High school diploma or GED required.
• 2 years relevant customer service experience.
• Bi-lingual (Spanish and English) preferred.
• Experience with Epic billing applications preferred.

Responsibilities

• Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner.
• Manages a high volume of inbound calls, answers patient inquiries, and determines the appropriate path for resolution.
• Demonstrates customer service excellence and provides guidance to patients, guarantors, and internal contacts.
• Responds to and documents all patient inquiries regarding hospital and professional visits in the patient billing platform.
• Understands billing processes for Physician and Hospital Billing Offices and evaluates routes for resolution.
• Reads and interprets insurance correspondence and explains benefits and balances.
• Demonstrates understanding of reimbursement terms across payers within billing, CPT/HCPCS/ICD-10 knowledge.
• Performs clerical tasks to complete requests and coordinates with other teams as needed.

Skills

Bilingual (Spanish and English)

Customer service

Education

High School Diploma or GED

Associates Degree

Tools

Epic Resolute Hospital

Epic Resolute Professional

Job description

Advocate Aurora Health candidates must live in these states: AK, AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY

Major Responsibilities:

• Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner,demonstratingsensitivity to the diversity of the organization and its patients' needs.
• Manages a high volume of inbound calls, answers patient inquiries, anddeterminestheappropriate pathfor resolution and follow-up.
• Demonstrates excellent customer service andexpertiseto patients, guarantors, and other external and internal contacts through oral and written communication.
• Responds to and documents all patients and internal inquiriesregardinghospital and professional visits in the patient billing platform as they relate to thepatientfinancial experience.
• Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and evaluates the mostappropriate routefor account resolution.
• Reads, interprets, and understands various insurance correspondence, including both explanation and coordination of benefits.
• Demonstrates a basic understanding of reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both Physician Billing and Hospital Billing, and how these affect responsible party benefits and balances.
• Demonstrates a basic understanding of standard healthcare coding methodologies (e.g., CPT, HCPCS, ICD-10).
• Performs all clerical functionsrequiredto complete requests using available information and resources.
• Coordinates issue resolution withappropriate teams, insurance companies, attorneys' offices, and other departments as needed.
• Perform updates to insurance coverage (NC/GA only), demographic, and contact information in the patient billing system.
• Analyzes responsible party outstanding balances and provides consultative services toestablishefficient account resolutions that meets patient needs while protecting Advocate Health's financial viability.
• Prompts guarantorsto payoutstanding balances by phone with a credit or debit card, provides lockbox address for checks, orinitiatesmonthly payment arrangements.
• Responsible for meeting andmaintainingestablished productivity and quality assurance goal
• Responds to and documents all patients and internal inquiriesregardinghospital and professional visits in the patient billing platform as they relate to thepatientfinancial experience.
• Upon successful completion of the Trainee Program (approx. 6 months) including all elements listed inmajor responsibilitiesand with Supervisor recommendation,teammatemay be eligible forpromotionto Customer Service Representative.

Licensure, Registration, and/or Certification Required:

• None Required

Education Required:

• High School Diploma or GED

Experience Required:

• 2 years relevant customer service experience

Knowledge, Skills & Abilities Required:

• Experience with Epic's Resolute Hospital or Resolute Professional billing applications preferred.
• Working knowledge of professional and hospital billing and follow-up preferred.
• Knowledge of HIPAA standards, medical terminology, and billing practices preferred.
• Bi-lingual (Spanish and English) preferred.

Physical Requirements and Working Conditions:

• Work primarily involves sitting, with some walkingrequired.
• Heavy telephone use and interaction with patients, family members, other departments, and external sources.
• Minimal standing for filing documents and research.
• Moderate reaching and bending necessary.

PreferredJobRequirements:

Education:

• Associates Degree

Experience:

• 2 years incall center,hospital billing, professional billing, or shared services environment preferred

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.