Financial Service Representative - Customer Service

Job Title:Financial Service Representative - Customer ServiceDepartment:Revenue CycleShift:1stFull/Part:Active Regular FT (72 to 80 hours per pay period)Specialty:Customer ServiceJob Number:2021-0105Job Description:Do you have exemplary customer service skills and experience in a medical environment interacting with patients?We are seeking a FSR Customer Service Representativeto join our Revenue Cycle department here at Rush University Medical Center!This is a Full Time position80 hours every two weeks, benefit-eligibleOnsite and Work from HomePosition HighlightsThe Customer Service Representative position plays a pivotal role in overall patient satisfaction, effectively communicating and providing constant issue resolution. The position will demonstrate the ICARE values on a daily basis to every patient, treating them with dignity and respect regardless of the ability to pay. The Customer Service position will exemplify the Rush mission, vision and values and will act in accordance with Rush policies and proceduresPosition ResponsibilitiesEffectively communicate and understand complex regulatory and billing requirements, including but not limited to Provider Based Clinics (PBCs), out-of-network or benefit limitations, non-covered charges, co-insurance and deductibles, late charge policies, procedure or lifetime max benefits, explanation of benefits (EOB), and electronic remittance advices (ERAs)

Assist patients with issue resolution by thoroughly investigating the account history and transactions

Epic Hospital Billing workflow understanding pertaining to, but not limited to the following: payment plans, financial assistance policies, collections agencies, online billing system, insurance changes and updates, itemized bill requests, medical record requests, bankruptcies, Epic smartext letters, charge audits, billing and collections, workers compensation, personal injury, returned mail, credit card processing, work queues and ancillary department communication.

Verify online eligibility for both Governmental and Non-governmental insurance payers

Epic Reg/ADT workflow understanding pertaining to, but not limited to the following: guarantor accounts, guarantor account status, coverage, additional information, view documents, Search America, Nebo verify, response history, patient demographics, subscriber information , patient and encounter FYIs .

Work in conjunction with internal Healthcare Finance staff, collaborating with Denials Management, Payment Review, Cash Posting and Contractual Allowances, Credit Department, Governmental and Non-Governmental billing and collections, and the Billing Exception Unit

Working understanding of the Automatic Call Distribution (ACD) Telecommunications system

Ability to retrieve document images from both WebXtender, Vignette and Chase Healthcare Link

Follow Healthcare Finance departmental policies and procedures as it pertains to phone etiquette, scripting, greetings, escalation prevention techniques, while maintaining professionalism and a patient centric environment

Willingness to engage in continual education, becoming a cross functional, cross trained employee with knowledge of the entire revenue cycle

This is a position in the call center with strict adherence to the call center schedule and telephone monitoring guidelines

Assigned to special projects as they occur

Position Qualifications IncludeKnowledgeGeneral knowledge in the healthcare field is required.

Must have familiarity with computer applications as they exist today and Governmental and Non-governmental regulatory guidelines.

Epic experience recommended but not required.

SkillsPosition requires strong communication and interpersonal skills including mathematical and organizational.

Specific knowledge of Microsoft Word in order to create letter correspondence

AbilitiesAt least 3 years Customer Service or Call Center work experience required.

Must have the ability to perform multiple tasks with strong time management skills.

Company HighlightsRush's 14-story hospital Tower is the cornerstone of the Rush Transformation, and is the symbol of a philosophy-an evolution in the delivery of patient-centered care.

Rush is a not-for-profit health care, education and research enterprise comprising Rush University Medical Center,Rush University,Rush Oak Park HospitalandRush Health.

Rush University Medical Center is a four time Magnet facility located in Chicago, ILwww.rush.edu

Leading academic medical center, acute care hospital w/ 676 licensed beds.

RUMC offers a competitive salary, outstandingbenefits&the professional advantages of an environment that supports your development & recognizes your achievements.

Rush University is home to one of the first medical colleges in the Midwest and one of the nation's top-ranked nursing colleges, as well as graduate programs in allied health, health systems management and biomedical research.

As one of the most popular cities in the nation, Chicago is a cultural, historical and diverse city. Located on the shores of Lake Michigan, Chicago in known for its nearly 200 distinct neighborhoods and its extensive park systems, along with its sports teams, museums and vibrant theater community.

Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.