DescriptionPosition SummaryThis position is primary responsibility is a hybrid of customer/patient service telephone, project work and on line interaction for billing inquiries and acts as an ambassador for the Revenue Cycle Management department providing patient centric access and service to incoming patient/family calls. The CSRs possess strong understanding of hospital and/or physician revenue management including coding processes, billing, insurance follow up and appropriate collection practices. Comprehensive knowledge of internal workflow processes and ancillary systems to quickly analyze and understand how to resolve incoming patient questions/requests related to a various components of billing including payer adjudication and processes. Strong problems solving skills required, including researching documentation and patient account history to help resolve recurring calls. Comprehensive knowledge of UH entity collection and financial assistance policies required in order to support questions/inquiries from under/uninsured patients. Works harmoniously with staff and teams as appropriate CSR must remain current with governmental and third party billing, follow-up and appeal requirements for compliant billing and follow-up of both inpatient and outpatient claims for all wholly owned facilities and physician entities including internal and external policy requirements. System savviness and proficiency is needed across multiple financial, payer, ancillary and other applications used in documenting patient account information. CSR supports and is engaged in all consumerism and price transparency initiatives to ensure that exceptional service is provided and financial needs to our patients are consistently met. Engagement and recommendation on further developments of these initiatives is expected as a result of patient interaction. The CSR supports department and leadership with performing department projects, provides financial counseling support, review and resolve departmental reports/work lists as well as other departmental duties as assigned. The position works closely with patients/families, staff and leadership to coordinate support and handoffs between Pre-billing/billing, Financial Counselors, Customer Service, Self-Pay Collections and Physician A/R teams to optimize patient experience and collections. The CSR fully understands customer service key performance indicators and works to consistently achieve these metrics including patient satisfaction through survey submission, productivity, average speed to answer, call wait times and abandon rates setting performance standards for the department.Essential FunctionsHandles inbound and outbound customer calls minimally half the time to resolve inquires in a timely and accurate mp with insurance companies to ensure appropriate payment on claims, resolve denials, correct and appeal claims.Assists in the analysis of claims resolution and provides feedback to management to put in place solutions and process improvementsResponsibilities Include:* Assist with addressing patient requests from Phone Calls or other correspondence (Non Phone)* Handle patient requests (statements, insurance updates, etc.) and ensure that requests are resolved in a timely fashion* Monitor multiple sources (system, physical mail, email, etc.) for receipt of requests.Important considerations for potential candidates:* Knowledge of hospital and physician revenue management including coding processes, billing, insurance follow up and appropriate collection practices.* Knowledge of internal workflow processes and vendor secondary billing support* Ability to quickly analyze and understand how to resolve incoming customer questions/requests in a timely manner. Will include:o Understanding of Insurance/Benefitso Guarantor (Patient) balances* Exceptional problems solving skills req