Owensboro Health - Owensboro, KY, 42301
January 5, 2021
Job Description
Job Summary
Answers incoming phone calls from customers regarding primarily billing and payment inquiries. Responsible for investigating and resolving customer’s concerns or assigning follow up to the appropriate area/individual. Discusses billing concerns and applies payments to accounts made by the customer. Completes routine and detailed work assignments. Duties and tasks are standardized. Exercises some judgment. Refers more complex duties and tasks to higher levels.
Job Responsibilities
Responsible for answering and addressing a large amount of incoming phone calls of complex and varying nature.
Answers patients' questions on patient responsible portions, co-pays, deductibles, write-offs, etc. Resolves patient complaints or explains why certain services are not covered.
Posts patient/guarantor payments received through phone communication.
Appropriately researches and transfers accounts to be set up on Payment Plans.
Investigates and attempts to resolve mismatched information from returned mail to Business Office or accounts placed in assigned Work Queues.
Assigns any outstanding inquiries from calls to the appropriate area for follow up and resolution.
Organizational Responsibilities
Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety and a high reliability organization; behavior supports the organization's core commitments of Integrity, Service, Respect, Teamwork, Excellence, and Innovation.
High school diploma, General Equivalency Diploma (GED) or higher required. Associate's degree in related field preferred.
None required.
Work Experience
No experience required.
Skills and Attributes
Learning and applies knowledge at a basic level relying heavily on senior staff for troubleshooting. Works under direct supervision. Requires critical thinking skills and decisive judgment. Must be able to work in a stressful environment and take appropriate action.
FLSA Classification
This description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees. Specific duties and responsibilities consistent with the general nature and level of work described may vary by department and additional related duties may be assigned as needed. Some duties listed may not apply to all areas.
Additional Position Related Details
Populations Served
Training is provided relevant to the population served, based on scope of care of the service assignment.
Physical Requirements
Activity and Frequency:
Bending/Stooping - Never
Climbing - Never
Keyboard Data Entry - Frequently
Kneeling - Never
Lifting/Moving Patients - Never
Lifting/Carrying (Non-Patient) - 0-25 lbs - Never
Lifting/Carrying (Non-Patient) - 25-75 lbs - Never
Lifting/Carrying (Non-Patient) - over 75 lbs - Never
Pushing/Pulling - 0-25 lbs - Never
Pushing/Pulling - 25-75 lbs - Never
Pushing/Pulling - over 75 lbs - Never
Reaching - Frequently
Repetitive Foot/Leg Movements - Never
Repetitive Hand/Arm Movements - Frequently
Running - Never
Sitting - Frequently
Squatting - Never
Standing - Frequently
Walking - Frequently
Audible Speech - Frequently
Hearing Acuity - Frequently
Smelling Acuity - Never
Taste Discrimination - Never
Vision: Depth Perception - Frequently
Vision: Distinguish Color - Frequently
Vision: Seeing - Far - Frequently
Vision: Seeing - Near - Frequently
Owensboro Health is committed to providing a safe working environment including training and access to person protective equipment necessary to this position. While performing duties of this position, occupational exposure to bloodborne pathogens is present for all employees.