Your job is more than a job

The Senior, Rev Cycle Customer Experience Rep CBO Operations-System serves as the hospital’s front- line connection between medical facilities and patients, ensuring smooth communication and efficient resolution of inquiries and concerns. This role involves a deep understanding of healthcare services and policies to provide accurate information and support to individuals seeking medical assistance or information and to resolve escalated patient complaints. By handling billing questions, patient statement inquiries, and addressing patient needs with empathy and professionalism, this position plays an essential role in enhancing patient experience and satisfaction and ensures swift resolution of outstanding account balances. Their ability to navigate complex healthcare systems and provide clear, concise assistance makes them indispensable and fosters trust and reliability among patients and guarantors alike. This position also handles all incoming correspondence for the Central Business Office which includes requests for medical record information, requests from insurance carriers for billing details, preauthorization and insurance certification documents and patient and payer documentation.

Your Everyday

Answer inbound callsRespond to and resolve escalated customer billing concerns and complaints received via phone, email, work queues, and In Basket/My Chart messages.Update and maintain accurate patient records in the healthcare system’s database, including personal information, insurance details and preauthorization information.Coordinate with insurance companies to verify coverage, complete Medicare Secondary Payer questionnaire (when required,) and submit claims, ensuring compliance with policy requirements.Make use of proven business techniques in the identification of lapses and loopholes in the organization’scustomer service department and recommend better strategies that will yield better results.Work with Revenue Cycle leadership, and the patient experience staff to improve processes, increase accuracy, create efficiencies, and achieve the overall goals of the department.Create and observe best practice processes in customer service activities.Facilitate monthly call monitoring audits and meets with customer service staff to share feedback and provide coaching for improvement.Participate in staff training to align with recognized improvement opportunities and increase understanding of overall Revenue Cycle processes.Accountable to timely response of inbound phone calls from patients, early out and bad debt vendors, physician offices, insurance carriers, etc. within established metric timeframes and resolves the caller’s concern immediately.Follow scripts as provided by the call center manager to facilitate consistent, clear and concise messaging to ensure expedient account resolution.Exceptional customer service delivery that aims to improve patient and/or guarantor education and relations and contributes to a positive work environment.Clearly explains charges, payments, and contractual adjustments to patients/guarantors, and reports any charge/payment errors to leadership, to enable error resolution within the computer system or department charging errors.Utilize multiple resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence.Negotiate full payment from patients and facilitate creation of an agreeable payment plan when the guarantor is unable to pay the balance in full.Collect patient payments and follow levels of authority for posting adjustments.Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgement.Understand different payer regulations and reimbursement methodologies and can communicate effectively with patients regarding their Explanation of Benefits (EOB) 

The Must-Haves

EXPERIENCE QUALIFICATIONS:

Three (3) years’ experience in a hospital or physician environment, including:One (1) year Epic software proficiencyOne (1) year of Billing, Collection, Authorizations, Cash Posting/Refund processing experience

EDUCATION QUALIFICATIONS:

Minimum Required: High School Diploma or GED required.Preferred: Associate or Undergraduate degree

SKILLS AND ABILITIES:

Define and provide extraordinary customer service.Patient service recovery skills.Basic computer skills mastery and computer system level training.Superior communication, organizational, and analytical skills.Ability to review correspondence and identify next action steps needed and determine the appropriate owning area/department for routing.Strong attention to detail.Strong interpersonal/listening and customer service skills.Ability to work in a fast-paced environment and multi-task.Ability to follow established procedural guidelines and maintain confidentiality.Knowledge of insurance processing terminology.Experience analyzing explanation of benefits (EOBs) from various insurance companies/payers.Data entry skills and basic knowledge of Excel, Word, and Outlook required.Excellent organizational and time management skills.Epic software experience.Demonstrates a commitment to organizational values by displaying a professional attitude and appropriate conduct in all situations.

WORK SHIFT:

Days (United States of America)

LCMC Health is a community. 

Our people make health happen. While our NOLA roots run deep, our branches are the vessels that carry our mission of bringing the best possible care to every person and parish in Louisiana and beyond and put a little more heart and soul into healthcare along the way. Celebrating authenticity, originality, equity, inclusion and a little “come on in” attitude is the foundation of LCMC Health’s culture of everyday extraordinary

Your extras

Deliver healthcare with heart. Give people a reason to smile. Put a little love in your work. Be honest and real, but with compassion.  Bring some lagniappe into everything you do. Forget one-size-fits-all, think one-of-a-kind care. See opportunities, not problems – it’s all about perspective. Cheerlead ideas, differences, and each other. Love what makes you, you - because we do

You are welcome here. 

LCMC Health is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

The above job summary is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities.  LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.

 

Simple things make the difference. 

1.    To get started, take your time to fully and accurately complete the application for employment. Incomplete applications get bogged down and are often eliminated due to missing information. 

2.    To ensure quality care and service, we may use information on your application to verify your previous employment and background.  

3.    To keep our career applications up-to-date, applications are inactive after 6 months and, therefore, require a new application for employment to be completed. 

4.    To expedite the hiring process, proof of citizenship or immigration status will be required to verify your lawful right to work in the United States.