BILLING SPECIALIST I - CUSTOMER RESOLUTION

Job Summary

Answers incoming phone calls from customers regarding primarily billing and payment inquiries. Discusses billing concerns and applies payments to accounts made by the customer.

Job Responsibilities

• Responsible for answering and addressing a large amount of incoming phone calls of complex and varying nature.
• Responsible for investigating and resolving customer's concerns or assigning follow up to the appropriate area/individual.
• 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.

Qualifications

• High school diploma, General Equivalency Diploma (GED) or higher required upon hire
• No experience required
• No licensure/certification/registration required

Skills and Attributes

• Requires critical thinking skills and decisive judgment.
• Works under direct supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Learning and applies knowledge at a basic level relying heavily on senior staff for troubleshooting.

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Frequently
• Lifting 0-25 lbs: Rarely
• Lifting 25-75 lbs: Never
• Lifting over 75 lbs: Never
• Carrying 0-25 lbs: Rarely
• Carrying 25-75 lbs: Never
• Carrying over 75 lbs: Never
• Pushing/Pulling 0-25 lbs: Rarely
• Pushing/Pulling 25-75 lbs: Never
• Pushing/Pulling over 75 lbs: Never
• Climbing: Rarely
• Bending/Stooping: Rarely
• Kneeling: Rarely
• Crouching/Crawling: Rarely
• Reaching: Occasionally
• Talking: Frequently
• Hearing: Occasionally
• Repetitive Foot/Leg Movements: Never
• Repetitive Hand/Arm Movements: Frequently
• Keyboard Data Entry: Frequently
• Running: Never
• Vision: Depth Perception: Frequently
• Vision: Distinguish Color: Frequently
• Vision: Seeing Far: Frequently
• Vision: Seeing Near: Frequently

Owensboro Health Core Commitments

INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.

RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.

TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.

INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.

SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.

EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.