SBO Customer Service Rep

UMass Memorial Health; Worcester (MA); On-site; USD 44,000 - 61,000; Full time

Job summary

UMass Memorial Health is seeking a Billing Specialist in the Single Billing Office in Massachusetts. The role focuses on handling patient inquiries, processing payments, and updating insurance data in the billing system.

Responsibilities include responding to calls, emails and walk-ins, coordinating with revenue cycle teams, and documenting activities. A High School Diploma and 3 years of customer service experience are required; the position is non-exempt, day shift with Monday–Friday hours.

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, both inside and outside of the organization.

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.

Skills

Customer service

Telephone support

Medical terminology

Communication

Problem solving

Education

High School Diploma

Tools

Billing system

Insurance databases

Computer skills

Job description

Exemption Status: Non-Exempt

Hiring Range: $20.94 - $29.27

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 Caregiver

At 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.

I. 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.

All responsibilities are essential job functions.

III. 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: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

II. 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.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [e-mail]. We will make every effort to respond to your request for disability assistance as soon as possible.