Customer Service Representative

JOB DESCRIPTION:

The Customer Service Rep (CSR) is the first contact for all incoming calls for patient inquiries made by external and internal customers related to self-pay balances. Activities include reviewing and responding to issues and requests regarding; registration, coding, billing, insurance, payment, budget plans, financial assistance, general account questions and collections. The CSR acts as a liaison between patients and the UVM Health Network's Hospital and Professional billing teams, medical groups, other support customers, insurance companies and attorneys to resolve patient related issues. The CSR will review and educate patients and customers regarding benefit coverage issues, referral management, claims administration and billing concerns. The CSR will initiate calls to self-pay patients to review and determine appropriate payment terms and/or financial options to resolve the account. The CSR must be able to function well under pressure and high levels of stress in a fast paced contact center environment.

EDUCATION:

Associate's degree required or a combination of education and experience may be substituted.

EXPERIENCE:

Three years Customer Service, Registration, billing or collection experience preferred. A CSR needs good listening and interviewing skills to determine what the issue/concern is with a demonstrated ability to remain professional at all times while dealing with complex billing issues and often times frustrated patients.