Mercyhealth Wisconsin and Illinois
PFS Customer Service Rep
Mercyhealth Wisconsin and Illinois, Janesville, Wisconsin, United States, 53546
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PFS Customer Service Rep
role at
Mercyhealth Wisconsin and Illinois
Location: MarcyCare Bldg; Janesville, WI
Overview This role involves managing both inbound and outbound calls in a fast‑paced call center environment. The customer service representative will interact with Mercyhealth's internal and external customers, including patients, guarantors, estate representatives, attorneys, clinicians, third‑party payers, collection agencies, and Mercyhealth employees. Responsibilities include addressing inquiries about medical accounts and working toward resolving outstanding balances promptly, aiming to collect patient balances before referring them to an external agency. The representative will be knowledgeable about all revenue cycle processes, from registration to billing and collections. Additionally, the role includes assisting patients and their families with financial assistance applications and providing information on resources for obtaining healthcare coverage.
Responsibilities
In‑depth knowledge of all applications used by Patient Financial Service partners such as Epic, Retired Epic, Matrix, Kronos, Microsoft Outlook, Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport OneSource, Paytrace, Forward Health, etc.
Fluent and knowledgeable on EPIC Guarantor based billing.
Take customer calls in a fast‑paced environment with the ability to think quickly and provide accurate answers.
De‑escalate situations involving dissatisfied customers offering assistance and support.
Assist walk‑in patients with billing inquiries.
Guide callers through troubleshooting MyChart including generating activation codes and password resets for Guest Pay accounts.
Work closely with pre‑collect and bad‑debt vendors to resolve patient inquiries efficiently and accurately.
Research and perform audits on patient accounts to determine where balances are due, from third‑party payers or patient responsibility.
Understand statement cycles, the bad‑debt process, and collection practices.
Provide assistance to patients through community‑based, state or federal government programs, screening patients and administering financial assistance applications.
Verify that charges on a patient's account are correct, utilizing information such as medical records and insurance websites.
Assist patients/callers on billing concerns, account balances, payment options, and insurance resources in person or over the telephone.
Complete pricing transparencies and estimates in person or over the telephone.
Respond to patient inquiries via in‑person, mail, phone, MyChart correspondence, and/or email; initiate follow‑ups to appropriate Billing or Coding Departments and insurance carriers to ensure payment for services.
Familiarise with rules and regulations for Government Insurance (Medicare, Medicaid), Commercial Payers, Third‑Party Liability, Worker Compensation, Institutional Accounts, Self‑Pay, and third‑party collectors.
Respond to third‑party and patient requests regarding credit balances and initiate the refund process when monies are due back to the payer or patient.
Document all patient encounters on the appropriate patient account/claim using notes; ensure the account is updated accurately.
Serve as a liaison to all patient financial staff by maintaining effective communication regarding any problems and/or resolutions to patient issues.
Assist with new‑hire training to meet 90‑day standards.
Protect privacy and confidentiality of customers, patients, and partners in accordance with Mercyhealth policies, the Code of Ethics, and HIPAA laws.
Comply with Mercyhealth Cash Handling and Collection Policy.
Monitor the ACD system as needed to ensure calls are answered timely.
Meet or exceed established call‑center productivity metrics and call‑monitoring audit goals.
Ensure accurate and timely completion of daily tasks and projects.
Be multi‑task oriented with solid critical thinking skills, handling complexity and stress in a changing environment.
Education and Experience High school diploma or equivalent preferred. 2–3 years customer service experience preferred, or 1 year customer service experience in the medical field preferred.
Additional Requirements
Passing the Driver’s License Check and/or Credit Check (for positions requiring).
Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check.
Ability to follow written/oral instructions.
Benefits
Comprehensive Benefits Package: retirement plan with competitive matching, comprehensive medical, dental, vision insurance options, life and disability coverage, flexible spending plans, and other discounted voluntary benefit options.
Competitive Compensation: market‑competitive rates and participation in shift differential and special pay incentive programs.
Paid Time Off: generous PTO that increases with milestone anniversaries for a healthy work‑life balance.
Career Advancement: educational assistance programs and career ladders to support employees’ growth within Mercyhealth.
Employee Wellbeing: tools and resources such as employer‑sponsored health risk assessments and a wellbeing mobile application.
Additional Benefits: employee assistance programs, employee‑only discount packages, paid parental and caregiver leaves, on‑demand pay, special payment programs for patient services, and financial education for retirement planning.
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PFS Customer Service Rep
role at
Mercyhealth Wisconsin and Illinois
Location: MarcyCare Bldg; Janesville, WI
Overview This role involves managing both inbound and outbound calls in a fast‑paced call center environment. The customer service representative will interact with Mercyhealth's internal and external customers, including patients, guarantors, estate representatives, attorneys, clinicians, third‑party payers, collection agencies, and Mercyhealth employees. Responsibilities include addressing inquiries about medical accounts and working toward resolving outstanding balances promptly, aiming to collect patient balances before referring them to an external agency. The representative will be knowledgeable about all revenue cycle processes, from registration to billing and collections. Additionally, the role includes assisting patients and their families with financial assistance applications and providing information on resources for obtaining healthcare coverage.
Responsibilities
In‑depth knowledge of all applications used by Patient Financial Service partners such as Epic, Retired Epic, Matrix, Kronos, Microsoft Outlook, Microsoft Excel, Microsoft Word, Cisco Finesse Agent Desktop, Passport OneSource, Paytrace, Forward Health, etc.
Fluent and knowledgeable on EPIC Guarantor based billing.
Take customer calls in a fast‑paced environment with the ability to think quickly and provide accurate answers.
De‑escalate situations involving dissatisfied customers offering assistance and support.
Assist walk‑in patients with billing inquiries.
Guide callers through troubleshooting MyChart including generating activation codes and password resets for Guest Pay accounts.
Work closely with pre‑collect and bad‑debt vendors to resolve patient inquiries efficiently and accurately.
Research and perform audits on patient accounts to determine where balances are due, from third‑party payers or patient responsibility.
Understand statement cycles, the bad‑debt process, and collection practices.
Provide assistance to patients through community‑based, state or federal government programs, screening patients and administering financial assistance applications.
Verify that charges on a patient's account are correct, utilizing information such as medical records and insurance websites.
Assist patients/callers on billing concerns, account balances, payment options, and insurance resources in person or over the telephone.
Complete pricing transparencies and estimates in person or over the telephone.
Respond to patient inquiries via in‑person, mail, phone, MyChart correspondence, and/or email; initiate follow‑ups to appropriate Billing or Coding Departments and insurance carriers to ensure payment for services.
Familiarise with rules and regulations for Government Insurance (Medicare, Medicaid), Commercial Payers, Third‑Party Liability, Worker Compensation, Institutional Accounts, Self‑Pay, and third‑party collectors.
Respond to third‑party and patient requests regarding credit balances and initiate the refund process when monies are due back to the payer or patient.
Document all patient encounters on the appropriate patient account/claim using notes; ensure the account is updated accurately.
Serve as a liaison to all patient financial staff by maintaining effective communication regarding any problems and/or resolutions to patient issues.
Assist with new‑hire training to meet 90‑day standards.
Protect privacy and confidentiality of customers, patients, and partners in accordance with Mercyhealth policies, the Code of Ethics, and HIPAA laws.
Comply with Mercyhealth Cash Handling and Collection Policy.
Monitor the ACD system as needed to ensure calls are answered timely.
Meet or exceed established call‑center productivity metrics and call‑monitoring audit goals.
Ensure accurate and timely completion of daily tasks and projects.
Be multi‑task oriented with solid critical thinking skills, handling complexity and stress in a changing environment.
Education and Experience High school diploma or equivalent preferred. 2–3 years customer service experience preferred, or 1 year customer service experience in the medical field preferred.
Additional Requirements
Passing the Driver’s License Check and/or Credit Check (for positions requiring).
Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check.
Ability to follow written/oral instructions.
Benefits
Comprehensive Benefits Package: retirement plan with competitive matching, comprehensive medical, dental, vision insurance options, life and disability coverage, flexible spending plans, and other discounted voluntary benefit options.
Competitive Compensation: market‑competitive rates and participation in shift differential and special pay incentive programs.
Paid Time Off: generous PTO that increases with milestone anniversaries for a healthy work‑life balance.
Career Advancement: educational assistance programs and career ladders to support employees’ growth within Mercyhealth.
Employee Wellbeing: tools and resources such as employer‑sponsored health risk assessments and a wellbeing mobile application.
Additional Benefits: employee assistance programs, employee‑only discount packages, paid parental and caregiver leaves, on‑demand pay, special payment programs for patient services, and financial education for retirement planning.
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