Work where every moment mattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the systemDepartment DescriptionThe SBO Customer Service Department works with patients insurance companies attorney offices etc with regard to their Hartford HealthCare medical bills The customer service representative is responsible for analysis investigation and resolution of patient and insurance balances as a result of a call or inquiry to the department The department operates a call center to field callsdisputesquestions from providers patients and customersPosition SummaryIn a multi entity hospital and professional office environment the Customer Service Representative is responsible for analysis investigation and resolution of patient and insurance balances as a result of a call or inquiry to the departmentPosition ResponsibilitiesResponds and takes action related to calls emails and faxes related to patient billing in a timely and professional manner Uses a patient centric approach to answer questions and provide information Collects patient payments as appropriateUnderstands all payer regulations to effectively communicate with patients about charges payments and adjustments on their accountInvestigates patient inquiriesdisputes surrounding charging coding payments locations services insurance coverage etc Works with individuals when appropriate at various levels of the organization to find resolution on patient disputesUpdates account information addresses insurances etc and rebills as appropriate to initiate the next steps in the billing and collection cycleProvides discharge billing and other related information to appropriate internal departments or external companies Attains productivity and quality standards set by the department leadership teamDirects inquiries to appropriate departments if not related to insurance and patient balancesResponds to customer requests for Pricing EstimatesFollows all Call Flow steps and strives to meet Average Handle Time Abandoned Calls Returned to QueueShort call and other call center metrics Agrees to continuously improve to achieve the highest audit scores possible Offers MyChart and other new services to patients when applicableWorks directly with self pay early out vendors and collection agencies to address and respond to patient disputes related to billingIdentifies barriers to efficient departmental operations related to self pay billing and takes an active role in developing appropriate solutions using the HW modelRepresentative is willing to learn and actively work in the dispute work queue when necessary including split shifts between the call team and dispute teamAssists the self pay follow up team in areas such processing financial assistance applications preparing patient refund requests processing bankruptcy notifications return mail etcReports ToManager Customer ServiceWork where every moment mattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the systemDepartment DescriptionThe SBO Customer Service Department works with patients insurance companies attorney offices etc with regard to their Hartford HealthCare medical bills The customer service representative is responsible for analysis investigation and resolution of patient and insurance balances as a result of a call or inquiry to the department The department operates a call center to field callsdisputesquestions from providers patients and customersPosition SummaryIn a multi entity hospital and professional office environment the Customer Service Representative is responsible for analysis investigation and resolution of patient and insurance balances as a result of a call or inquiry to the departmentPosition ResponsibilitiesResponds and takes action related to calls emails and faxes related to patient billing in a timely and professional manner Uses a patient centric approach to answer questions and provide information Collects patient payments as appropriateUnderstands all payer regulations to effectively communicate with patients about charges payments and adjustments on their accountInvestigates patient inquiriesdisputes surrounding charging coding payments locations services insurance coverage etc Works with individuals when appropriate at various levels of the organization to find resolution on patient disputesUpdates account information addresses insurances etc and rebills as appropriate to initiate the next steps in the billing and collection cycleProvides discharge billing and other related information to appropriate internal departments or external companies Attains productivity and quality standards set by the department leadership teamDirects inquiries to appropriate departments if not related to insurance and patient balancesResponds to customer requests for Pricing EstimatesFollows all Call Flow steps and strives to meet Average Handle Time Abandoned Calls Returned to QueueShort call and other call center metrics Agrees to continuously improve to achieve the highest audit scores possible Offers MyChart and other new services to patients when applicableWorks directly with self pay early out vendors and collection agencies to address and respond to patient disputes related to billingIdentifies barriers to efficient departmental operations related to self pay billing and takes an active role in developing appropriate solutions using the HW modelRepresentative is willing to learn and actively work in the dispute work queue when necessary including split shifts between the call team and dispute teamAssists the self pay follow up team in areas such processing financial assistance applications preparing patient refund requests processing bankruptcy notifications return mail etcReports ToManager Customer ServiceEducationHigh School Diploma or equivalent experience Bachelors degree is preferredExperienceAt least three years of revenue cycle experience including insurance and self pay billing remit processing patient access andor collections experience Minimum of year of experience in a multi entity system with EPIC and previous experience in patient relations or customer service for a healthcare entity is preferredLanguage SkillsFluent in English is required English Spanish and Polish would be preferredKnowledge Skills and Ability RequirementsOutstanding customer service and interpersonal skillsSuperior communication organizational and analytical skillsUnderstanding of Hospital and Professional revenue cycleAbility to work in a high volume setting and respond to patient inquiries in a timely mannerAbility to identify and communicate payer andor system trendsKnowledge of payer contracts regulations and guidelines as well as State and Federal laws relating to billing collection and financial assistance proceduresFamiliar with medical and insurance terminologyProficient in the use of a computer and relevant hospital software applicationsUnderstanding and adherence to HIPPA Regulations and Release of Information RulesModels teamwork through cooperation and collaboration within and outside the work groupAbility to attain productivity and quality standards per department requirementsWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour momentEducationHigh School Diploma or equivalent experience Bachelors degree is preferredExperienceAt least three years of revenue cycle experience including insurance and self pay billing remit processing patient access andor collections experience Minimum of year of experience in a multi entity system with EPIC and previous experience in patient relations or customer service for a healthcare entity is preferredLanguage SkillsFluent in English is required English Spanish and Polish would be preferredKnowledge Skills and Ability RequirementsOutstanding customer service and interpersonal skillsSuperior communication organizational and analytical skillsUnderstanding of Hospital and Professional revenue cycleAbility to work in a high volume setting and respond to patient inquiries in a timely mannerAbility to identify and communicate payer andor system trendsKnowledge of payer contracts regulations and guidelines as well as State and Federal laws relating to billing collection and financial assistance proceduresFamiliar with medical and insurance terminologyProficient in the use of a computer and relevant hospital software applicationsUnderstanding and adherence to HIPPA Regulations and Release of Information RulesModels teamwork through cooperation and collaboration within and outside the work groupAbility to attain productivity and quality standards per department requirementsWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour moment