Job Information
Jennie Stuart Medical Center, Inc. Patient Financial Services Business Office Representative II in Hopkinsville, Kentucky
This position is responsible for achieving and sustaining desirable levels of customer service, accuracy of patient information, and efficiency in the business office. This position is responsible for coordinating with outside vendors to ensure account continuity.
Essential Functions
Provides support to other representatives with operational, customer services, and technical issues as needed.
Maintains flow of communication by answering incoming calls and assisting patients, families, and guests over the phone and in the department.
Monitors call volumes, abandonment rates, and call durations to ensure team is meeting established service level and provides direction during periods of high volume.
Escalates calls to management, when necessary, adequately briefing the supervisor on the customer service issue.
Promotes productive and collaborative interactions with co-workers and patients.
Contributes to a positive perception of the organization by providing high-quality customer service to patients and guests.
Enters and retrieves computer data in an accurate and timely manner.
Answers inbound calls to Patient Financial Services.
Responsible for self-pay collection activities.
Collaborates with extended business agencies and bad debt agencies for continuity of the accounts.
Opens, sorts, and routes mail to the appropriate department/person.
Documents any request or concern received on the patient’s account.
Maintains confidentiality of all protected health information.
Other duties as assigned.
Organizational Expectations
Ability to communicate effectively, both orally and in writing.
Ability to foster a cooperative work environment.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
Required Skills
High School diploma or GED equivalent.
Required Experience