SHS-CUSTOMER SERVICE REP

General Purpose of Job:

To provide enhanced customer service to our patients by providing balance information. Motivating our customers to pay self-pay balances while promoting patient satisfaction.

Essential Duties:

This job description is intended to cover the minimum essential duties assigned on a regular basis. Caregivers may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

• Responds to patient inquiries received by telephone, written correspondence, and in person regarding Sparrow, St. Lawrence, Ionia, Clinton, Carson, Eaton and Laboratory hospital and professional accounts. Researches balances, refunds, payments, denials and adjustments as requested.
• Updates demographic and insurance information for claims submission with corrected information received through EPIC. Completes adjustment transactions as necessary.
• Establishes payment plans according to Sparrow Policy. Mail itemized statements to patients upon request. Researches and screens both clinical and billing disputes and tracks accounts to resolution.
• Accepts payments and processes refunds for patients in Epic and through RePay computerized program.
• Completes limited insurance verification in available electronic eligibility verification systems.
• Assists patients with application process for Medicaid, Charity Care, Crime Victims and Auto Assigned Claims.
• Assists with training of new Caregivers as necessary.