Customer Service- Central Business Office- 2425 S. 17th Street
Wilmington Health 39 reviews - Wilmington, NC 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 & Dept. of Social
Services * Sets up payment plans * Sends financial hardship applications
to patient when requested * Other duties as assigned by Manager
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 Required Skills
Customer Service Competencies General * Customer Service *
Professionalism/Integrity/Responsibility * Teamwork/Process Focus *
Dependability/Punctuality * Interpersonal Relationships/Communication *
Judgment/Decision Making/Problem Solving * Quality/Quantity * Initiative
- Safety/Housekeeping * Organizational Skills/Time Management 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 1 day
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