Customer Service / TPL Representative (Bilingual candidates preferred!)
Date: Feb 12, 2021
Location: Indianapolis, US, 46202
Organization: HHC
Division:Eskenazi Health
Sub-Division: Hospital
Req ID: 7880
Schedule: Full Time
Shift: Days
Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.
FLSA Status
Job Role Summary
Essential Functions and Responsibilities
- Proactively contributes to Eskenazi Health mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County. Models Eskenazi Health valuesStays current within profession as well as hospital/unit/department policiesComplies with hospital policies and regulatory standards, including the Joint Commission, OSHA, Medicare, etc. Acts independently to resolve operational concerns, seeking guidance when necessary Directly interacts with patients, family members, third party payers, attorneys, other guests and customers in a professional manner and achieves a high level of satisfaction with these individuals relative to address of their needs, concerns, questions, and resolution of account balances.Updates system demographics, insurance information, patient issues/comments and responses to ensure a complete audit track within three working daysProactively responds to problem solving issues through interdepartmental/external department communications relative to system procedure errors, i.e. coding, registration and accounting issues. Ascertains that all accounts for callers and walk-ins are addressed by searching systems for multiple accounts, reviewing them with the customer and providing him or her with status information regarding each unresolved account. Provides management with information and documentation; assists patients with concerns related to registration, collection; documents trends, concerns, and issues. Answers phone calls within company guidelines, answers questions regarding patient accounting, and when necessary, routes callers to appropriate destination. Answers the phone in a maximum (3) ringsEducates self-pay patients with options for account resolution and advises patients of potential bad debt status of account.Establishes payment arrangements for patients and communicates agreements; serves as a resource person to clinical departments for debt status of patients.Orders re-bills and obtains itemizations for patients and other customers as needed.Serves as liaison between medical and support staff regarding billing and collection issues and patients' medical information.Researches and reviews data to ensure accuracy of accounts and balances.
- Processes, receives, and balances payments while maintaining integrity of financial data presented for paymentInitiates liens, amendments, and releases in a timely manner and as indicated for accounts analyzed, so as to properly record hospital liens with the State Recorders' office.Follows-up and works liability accounts (lien & LOP accts), by calling attorneys (or patients) and updating notes on accounts, taking the appropriate actions to resolve accounts or to move them along to the next step and resolution.Responsible for, or is back-up to:
- Appropriately recording liens with the State Recorders office on a weekly basisFiling of all lien and bankruptcy related paperwork in a timely manner Process according to established procedures all bankruptcy notices, within 5 business days of receipt of noticesReceiving checks for liability settlements and judgments, and for copies of bills, handling according to established procedurePerforming all 'cancellations' of bad debt accounts within patient accounting systems according to established procedureServing as liaison between hospital and each collection agencyAnalyzing accounts that may involve liability and flag appropriate accounts for follow up to determine if it is a liability caseWorking weekly accounts with an external cause diagnosis, for potential liability casesCompletes special research projects as requested by managementMaintains productivity and quality assurance outlined by the departmentDemonstrates average call times appropriate to department standards.
Job Requirements
- Bachelor's Degree preferred, four years 'experience in a health care facility or Patient Financial Services departmentBilingual skills strongly desired
Knowledge, Skills & Abilities
- Strong interpersonal and communication skills necessary to interact effectively with patients, families and hospital personnel at all levelsStrong conflict management skills and the ability to appropriately diffuse and deescalate sometimes difficult situationsWorks independently and efficiently Researches and collects data for the purpose of investigating patient complaintsEstablishes and maintains rapport with patients and staffStrong analytical and critical thinking skills Strong computer skills, working knowledge of Microsoft Office Software, WindowsStrong organization and ability to work efficiently in a multi-task environmentStrong math skillsAbility to use age appropriate communication skills Willingness and ability to assist other team membersUnderstanding of health insurance, including government and managed care programsMeets the following competencies:
- production / accuracydeadlinesattention to detail and record keeping
Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.
Nearest Major Market: Indianapolis