Customer Services Rep

Kaweah Health is a publicly owned, community healthcare organization that provides comprehensive health services to the greater Visalia area in central California. With more than 5,000 employees, Kaweah Health provides state-of-the-art medicine and high-quality preventive services in our acute care hospital, specialized health centers and clinics. Our eight-campus healthcare district has 613 beds and offers comprehensive health services across a broad continuum of care.   

It takes a special person to work for Kaweah Health. We serve a region where the needs are great, which makes the rewards even greater. Every day, we care for people facing unique challenges and in need of healing. Throughout it all, our focus is to make a difference, and we do — in the health of our patients, our loved ones, and our community.

Benefits Eligible

Full-Time Benefit Eligible

Work Shift

Day - 8 Hour or less Shift (United States of America)

Department

8550 Credit & Collections

Assists patients by resolving questions and concerns regarding their bill or treatment in a pleasant and caring manner.

QUALIFICATIONS

Education
Preferred: High school diploma or equivalent


Experience
Required: Basic clerical and computer experience

Preferred: Prior accounting, admissions, registration or health care experience.
 

JOB RESPONSIBILITIES
Essential

Ensures that all efforts provide value to and meet the needs of the customers.

Adheres to the values of Kaweah Health: integrity and accountability. Complies with all federal, state and local legal requirements and laws that apply to the Kaweah Health. Complies with the Kaweah Health Administrative Policy regarding detecting, correcting and preventing fraud and abuse for claim submission.

Greets Patient Accounting customers.

Answers questions and provides service with appropriate, positive speech in a pleasant and caring manner. If not able to directly answer the customer's question, obtains assistance from appropriate staff to resolve the issue.

Answers department phones in a timely and pleasant manner. Routes calls as appropriate to other departments.

Responsible for collecting payments directly from the patients. Verifies the account in the Invision and eCW systems and prepares receipt for customer. Appropriately lists payment on cash sheet and deposits money in departmental cash drawer. Gives correct change as necessary.

Either by phone or in person, sets up mutually-acceptable payment plans with patient and/or guarantors. Works closely with the Patient Accounts Representative and communicates areas of the patient's concern if there are billing issues.

Maintains cash drawer and balances drawer daily. Retains startup cash in drawer and gives cash sheet and cash to Accounts Receivable Clerks for depositing and posting. Follows Cash Control Policy.

Assists Accounts Receivable Clerks with opening patient payments received in the mail. Researches in the Invision and eCW systems to make sure correct patient account is being posted. Makes sure the account number and patient name are on the check.

Completes Invision and eCW small balance write-off function daily.

Utilizes all Patient Accounting systems, i.e., Invision, eCW, IMNET, EDM, TSI, to appropriately research and resolve patient accounting issues.

Maintains basic knowledge of Kaweah Health managed care contracts with payors. Able to effectively and accurately communicate with Kaweah Health customers regarding patient accounting and managed care issues.

Accesses Invision system or appropriate system to respond to physician office/ambulance company requests for appropriate patient accounting information.

Assists with the correction of returned mail. Making corrections as necessary on the Invision system, documents and re-sends outgoing mail.

As assigned, works the accounts not selected for billing report to release appropriate patient accounts so the bill will drop off the system. Reviews any problem accounts with the Patient Accounting Manager or Supervisor.

Is an integral part of the Patient Accounting team. Maintains a good working relationship with other PAS and Kaweah Health staff to work together to maintain high quality work.

Assists and communicates effectively with Kaweah Health patients, departments, payers and customers to resolve issues or concerns. Ensures that the Kaweah Health Mission Statement and Values are followed in all interactions.

Answers phones as back-up to other departmental staff. Takes messages or routes calls as appropriate. Acts as back-up to assist customers at counter.

Conforms with patient confidentiality.



Additional

Demonstrates the knowledge and skills necessary to provide care and services appropriate to the population served on the assigned unit or work area.

Performs other duties as assigned.

Pay Range

$23.37 -$35.05

If you want to use your talents alongside people who face each day with courage and purpose, in an environment that empowers you to do your absolute best, this is where you belong.