ABOUT WILMINGTON HEALTH

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

PURPOSE:

Ensures prompt and efficient responses to patient account requests

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Promptly answers patient phone calls

• Returns calls within 24 hours

• Resolves patient requests in a courteous manner

• Responds to patient written requests

• Documents details of complicated requests and work with the appropriate team to reach resolution

• Escalates to proper authority when appropriate

• Enters all actions and interactions with patient in billing system

• Processes itemized bills per request from Attorneys and other third parties

• Sets up payment plans

• Sends financial hardship applications to patient when requested; processes completed applications

• Other duties as assigned by management

Required Skills

CUSTOMER SERVICE COMPETENCIES

GENERAL

1. Customer Service
2. Professionalism/Integrity/Responsibility
3. Teamwork/Process Focus
4. Dependability/Punctuality
5. Interpersonal Relationships/Communication
6. Judgment/Decision Making/Problem Solving
7. Quality/Quantity
8. Initiative
9. Safety/Housekeeping
10. Organizational Skills/Time Management

DEPARTMENT SPECIFIC

• Handles all customer service inquiries in a prompt and timely manner

• Responds to patient requests within a 24-hour period

• All correspondence sorted same date of receipt and ready for processing

• All credit card payments to be processed/ balanced at the end of each business day

• Cross-training of all job duties to insure complete back-up coverage within customer service

ADA PHYSICAL DEMANDS:

Rarely (Less than .5 hrs/day)  Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day)

PHYSICAL DEMAND

FREQUENCY

Standing

 Frequently

Sitting

Continuously

Walking

Frequently

Kneeling/Crouching

Rarely

Lifting

Rarely

Required Experience

QUALIFICATIONS

REQUIRED:

• High school diploma, GED, or high school equivalency
• 2 to 4 years’ experience in a medical office environment and/or customer service role

OR the equivalent combination of education and experience

PREFERRED:

• Ability to handle multiple phone lines with an emphasis on customer service
• Knowledge of medical terminology
• Familiarity with insurance reimbursement policies

CUSTOMER SERVICE COMPETENCIES

GENERAL

1. Customer Service
2. Professionalism/Integrity/Responsibility
3. Teamwork/Process Focus
4. Dependability/Punctuality
5. Interpersonal Relationships/Communication
6. Judgment/Decision Making/Problem Solving
7. Quality/Quantity
8. Initiative
9. Safety/Housekeeping
10. Organizational Skills/Time Management

DEPARTMENT SPECIFIC

• Handles all customer service inquiries in a prompt and timely manner

• Responds to patient requests within a 24-hour period

• All correspondence sorted same date of receipt and ready for processing

• All credit card payments to be processed/ balanced at the end of each business day

• Cross-training of all job duties to insure complete back-up coverage within customer service

ADA PHYSICAL DEMANDS:

Rarely (Less than .5 hrs/day)  Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day)

PHYSICAL DEMAND

FREQUENCY

Standing

 Frequently

Sitting

Continuously

Walking

Frequently

Kneeling/Crouching

Rarely

Lifting

Rarely