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Full-Time Customer Service Specialist

Union Hospital

Full-Time Customer Service Specialist

Dover, OH
Paid
  • Responsibilities

    As an employee of Cleveland Clinic Union Hospital, it is the responsibility of this, and all positions within the Hospital, to support the mission and role of Union Hospital. In addition, this position will actively support the Hospital’s strategic plan in the areas of People, Service, Quality, Finance and Growth, in a team-based environment.   The employee also performs all job duties in compliance with laws and regulations and in observance of accrediting agency standards. This employee works with the self-pay team to assist in the reduction of self-pay receivables while providing individual assistance to patients and their families regarding payment of their hospital bills.

    Required Skills

    • Screens uninsured patients for Medicaid eligibility and encourages participation in the programs.

    • Discusses HCAP Applications and Sliding Fee discounts with uninsured patients.

    • Assists Self-Pay Representative in processing HCAP and Sliding Fee Applications for approval or denial. Mails Appropriate letter in accordance with current HCAP guidelines.

    • Demonstrates positive, courteous, interpersonal relations.

    • Reports any abnormal trends concerning uninsured accounts to the Director/Manager of Patient Accounts.

    • Demonstrates ability to answer questions concerning statements or any communication from the billing department.

    • Keeps informed of hospital programs that would aide the patient in resolving their account.

    • Communicates clearly and exhibits appropriate follow-up to enhance customer service.

    • Communicates with self-pay IP and Observation and ER patients by visiting them during their hospital stay. Coordinates all patient visits with nursing.

    • Collaborates with Care Management as needed.

    • Enters account notes in Meditech from patient contact and other important information affecting the payment of the account.

    • Distributes information to point of service departments.

      1. HCAP applications
      2. Financial Assistance Brochures
      3. Business Card
      4. Other information
    • Serves as a Resource to other departments to improve the quality of information and communication with uninsured patients.

    Required Experience

  • Qualifications
    • Screens uninsured patients for Medicaid eligibility and encourages participation in the programs.

    • Discusses HCAP Applications and Sliding Fee discounts with uninsured patients.

    • Assists Self-Pay Representative in processing HCAP and Sliding Fee Applications for approval or denial. Mails Appropriate letter in accordance with current HCAP guidelines.

    • Demonstrates positive, courteous, interpersonal relations.

    • Reports any abnormal trends concerning uninsured accounts to the Director/Manager of Patient Accounts.

    • Demonstrates ability to answer questions concerning statements or any communication from the billing department.

    • Keeps informed of hospital programs that would aide the patient in resolving their account.

    • Communicates clearly and exhibits appropriate follow-up to enhance customer service.

    • Communicates with self-pay IP and Observation and ER patients by visiting them during their hospital stay. Coordinates all patient visits with nursing.

    • Collaborates with Care Management as needed.

    • Enters account notes in Meditech from patient contact and other important information affecting the payment of the account.

    • Distributes information to point of service departments.

      1. HCAP applications
      2. Financial Assistance Brochures
      3. Business Card
      4. Other information
    • Serves as a Resource to other departments to improve the quality of information and communication with uninsured patients.

  • Industry
    Hospital and Health Care