Practice made perfect

Join Our Talent Network

Bi-Lingual Client Services Representative in Sunrise, FL at TeamHealth

Date Posted: 9/22/2018

Job Snapshot

Job Description

Join a team of dynamic, results oriented professionals!

Named among “The World’s Most Admired Companies" by Fortune Magazine
Named among "America's 100 Most Trustworthy Companies" by Forbes magazine
Named among “Great Places to Work" by Becker’s Hospital Review

  • Career Growth Opportunities
  • Convenience market on site
  • Benefit Eligibility (Medical/Dental/Vision/Life) the first of the month following 30 days of employment
  • 401K program (Discretionary matching funds available)
  • Employee Assistance Program
  • Referral Program
  • Dental plans & Vision plans
  • GENEROUS Personal time off
  • Eight Paid Holidays per year
  • Quarterly incentive plans
  • Business casual dress code
  • Free Parking
  • Free coffee daily
  • Employee of the month awards with monetary gift and parking space
  • Training Programs
  • Fitness Center with personal trainer on site
  • Awesome Facility with terrific amenities
  • Wellness programs

POSITION SUMMARY:

The Client Services Representative is responsible for responding to inquiries received from the patient, insurance carriers, attorneys and or hospital regarding account issues and billing disputes. This includes updating insurance information received via the TeamHealth website, responding to patient inquiries received from the web, adjusting invoices as needed, and researching managed care contract related to issues resulting from patient complaints. The Client Services Representative will also provide support to the National Patient Service Center (NPSC) via work files or “warm” telephone transfers. The Client Services Representative is expected to take information referred by National Patient Service Center to resolve billing disputes; provide account resolution; determine patient and/or guarantor’s financial obligations; and provide excellent customer service effectively and efficiently. 

ESSENTIAL RESPONSIBILITIES:

  1. Process patient calls in an expected timeframe with complete resolution.
  2. Review invoices(s) and chart as needed based on the patient concern.
  3. Document the patient’s account with pertinent data relating to the reason for the telephone call.
  4. Research hospital patient complaints related to billing, charges and quality of care.
  5. Place accounts on hold while researching and reviewing patient complaint. Follow-up on accounts placed on hold in the Client Services Research FSC.
  6. Provide feedback in writing to the patients post complaint review.
  7. Accept the National Patient Service Center warm transfers for all business.
  8. Process charity /discounts approvals reported by the hospital.
  9. Review correspondence from patients, Letter of Disputes (LODs), EOBs, charity approval letters, insurance correspondence, process billing records request from attorneys, subpoenas and affidavits based on established timeline.
  10. In the course of processing correspondence and or patient calls related to balance billing. The Client Service Representative must have a thorough knowledge of Team Health and or PBC Billing Policies and Procedures as it relates to balance billing laws process invoices according to these guidelines.
  11. Provide billing statements to all Florida facilities to help meet the Medicaid Share of Cost.
  12. Refer issues identified related to coding to the coding Manager/Supervisor for review and correction.
  13. Report issues identified as internal processing problem, incorrect patient billed, erroneous demographic and insurance information to the client Services Manager.
  14. Correspond with collection agencies in order to coordinate the resolution of billing and reimbursement, including filing claims, balance verification and medical records requests.
  15. Process work files received from the NPSC in an expected timeframe, taking the appropriate action in IDX as required by TeamHealth Guidelines.
  16. Handling and negotiating with patients who have payment responsibilities. This may include using judgment on the set up of budget plans or the exercise of protocol to offer discounts for payment of the bill.

Job Requirements

POSITION REQUIREMENTS:

  1. The Client Services Representative shall speak articulately, politely, and be able to interact with patients, medical directors, and hospital administration to provide customer service and resolve accounts.
  2. The Client Services Representative shall have a complete understanding of the Billing System and the Medical Insurance industry and be capable to interpret billing on IDX, correct errors, adjust accounts and resolve insurance matters.
  3. The Client Services Representative must have thorough knowledge of managed care contracts, understanding product lines.
  4. The Client Services Representative will serve as a backup to Senior Patient Service Rep in reviewing and processing information received via the TeamHealth website, making appropriate updates to the patient’s account in IDX.
  5. The Client Services Representative shall comply with mandatory requirements at the direction of the Manager.
  6. Complete tasks accurately, maintain quality standards.
  7. The Client Services Representative shall be productive and maintain service levels as defined by management.    
  8. The Client Services Representative shall adhere to HIPAA Privacy Rules.
  9. Must be dependable. This includes regular and reliable attendance, adherence to schedules, and production of accurate work.
  10. Ability to handle multiple tasks and prioritize with minimal supervision. Accepts other tasks, duties and responsibilities as assigned by management.

Skills

  1. Ability to provide excellent patient and customer service by speaking articulately and understanding physician billing.
  2. Bi-lingual Spanish required.
  3. Ability to work in a fast-paced environment.
  4. Ability to use PC, Internet, and IDX PCS Applications.
  5. Ability to perform duties independently with general supervision.
  6. Ability to follow through on account resolution.
  7. Ability to understand advanced insurance matters, billing, TeamHealth billing policies and procedures, as well as CPT, and ICD-9 codes.
  8. Typing and PC skills.

Education

 

Experience

  1. Medical terminology a plus.
  2. Customer Service experience in a fast-paced setting required.
  3. ACD Experience preferred.
  4. Experience with computerized medical billing.
  5. Experience working with patients.

WORKING CONDITIONS:

General office environment. Ability to maintain positive approach while working in a relative high stress, fast paced setting. Ability to maintain production and quality standards.

DISCLAIMER:

This position may require manual dexterity and/or frequent use of the computer, telephone, calculator, office machines (copier, scanner, and fax) and/or the ability to perform repetitive motions and/or meet production standards to comply with the essential functions. Also, may require physical and/or mental stamina to work overtime, additional hours beyond a regular schedule and/or more than five days per week.

Cooperative, positive, courteous and professional behavior and conduct is an essential function of every position. All employees must be able to work with others beyond giving and receiving instructions. This includes getting along with co-workers, peers and management without exhibiting behavior extremes. Job functions may require personal leadership skills such as conflict resolution, negotiating, instructing, persuading, speaking with others as well as responding appropriately to job performance feedback from the supervisor. Additionally, the information contained in this job description has been designated to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.