Job Details

Job: Customer Service Representative
Classification: Hourly/Non-Exempt
Job Category: 5 Administrative Support Workers

Position Summary
The Customer Service Representative communicates with current and future customers of Titus Regional Medical center to provide knowledgeable, responsive, sensitive, and timely resolution to customer inquiries and issues. Customer Service Representatives will take telephone and walk-in inquiries from members, patients, providers, and internal customers of TRMC.

Essential Functions
-Provides excellent customer service.
-Listens, analyzes, answers, and resolves customer telephone and walk-in inquiries/issues to retain customers and improve customer satisfaction.
-Manages inquiries from third party carriers and patients regarding insurance claims and ascertains they are answered correctly and timely.
-Interviews patients and/or family members to arrange methods of payment, checks balances, and approves credit arrangements.
-Answers guarantor correspondence concerning delinquent accounts.
-Telephones guarantors and obtains payment arrangements in accordance with Hospital Policy.
-Initiates refunds for credit balances following Hospital Policy.
-Initiates adjustments as needed for over-posting, incorrect charges, and cash prices.
-Logs, deposits, enters, and reconciles all daily deposits in accordance with applicable policies, procedures, and internal controls
-Interviews patient/guarantor to obtain financial information and analyze their ability to pay for medical services.
-Processes patient applications for In House Assistance.
-Documents all activity in the patient's account.
-Communicates with other hospital departments and physician offices.
-Maintains established goals on assigned work queues.
-Performs other duties as assigned.
-Adheres to and follows all patient experience initiatives.
-Reports to and departs from work on time and as scheduled.
-Must be able to deal with stress while maintaining composure.
-Follows and adheres to TRMC vaccine policy(s) mandated by the Centers for Medicare & Medicaid Services (CMS).

Work Experience
-One to three years' experience in customer service or related position preferred.

Education
-High school diploma or graduate equivalent preferred.
-Certified Patient Account Technician (CPAT) or certified clinical Account Technician (CCAT) preferred.
-Bilingual preferred.
-Strong computer skills preferred.

Physical Demands and Work Environment
Lifting/Carrying Pushing/Pulling
Lbs. % Time Lbs. % Time
1-10 34-66 1-10 34-66
11-20 0-33 11-20 0-33
21-50 0-33 21-50 0-33
51-75 0-33 51-75 0-33
76-100 0-33 76-100 0-33

Movement % Time
Bend/Stoop/Twist 0-33
Crouch/Squat 0-33
Kneel/Crawl 0-33
Reach above Shoulder 0-33
Reach below Shoulder 0-33
Repetitive Arm None
Repetitive Hand 0-33
Grasping 0-33
Squeezing 0-33
Climb Stairs None
Walking Uneven 0-33
Walking Even 34-66

Environment % Time
Indoors 67-100
Outdoors 0-33
Extreme Heat None
Dusty None
Excessive Noise 0-33

Equipment % Time
Motor Vehicles None
Foot Pedals None
Extreme Heat None
Dusty None
Excessive Noise 0-33

Work near % Time
Machinery None
Electricity None
Sharps 0-33
Chemicals 0-33
Fumes 0-33
Heights None

Vision
Depth Perception Required
< 20" Required
Color Not Required
Peripheral Required

Endurance Hours at Once Total in 12HR
Sit 1 3
Stand 4 4.5
Walk 4 4.5