Customer Service Trainee

Department:

Status:

Benefits Eligible:

Hours Per Week:

Schedule Details/Additional Information:

Fully Remote 8:30a-5:00p

Pay Range:

Advocate Aurora Health candidates must live in these states: AL, AK, AR, AZ, DE, FL, GA, IA, ID, IL*, IN, KS, KY, LA, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY

Major Responsibilities:

• Delivers an exceptional Patient Financial experience by receiving and directing the public, by telephone or other electronic means, in a professional and courteous manner, demonstrating sensitivity to the diversity of the organization and its patients' needs.
• Manages a high volume of inbound calls, answers patient inquiries, and determines the appropriate path for resolution and follow-up.
• Demonstrates excellent customer service and expertise to patients, guarantors, and other external and internal contacts through oral and written communication.
• Responds to and documents all patients and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience.
• Understands varying business processes and procedures of both the Physician Billing Office and Hospital Billing Office and evaluates the most appropriate route for account resolution.
• Reads, interprets, and understands various insurance correspondence, including both explanation and coordination of benefits.
• Demonstrates a basic understanding of reimbursement terms across multiple payers and benefit plan types (HMO, PPO, Indemnity, HDHP) in both Physician Billing and Hospital Billing, and how these affect responsible party benefits and balances.
• Demonstrates a basic understanding of standard healthcare coding methodologies (e.g., CPT, HCPCS, ICD-10).
• Performs all clerical functions required to complete requests using available information and resources.
• Coordinates issue resolution with appropriate teams, insurance companies, attorneys' offices, and other departments as needed.
• Perform updates to insurance coverage (NC/GA only), demographic, and contact information in the patient billing system.
• Analyzes responsible party outstanding balances and provides consultative services to establish efficient account resolutions that meets patient needs while protecting Advocate Health's financial viability.
• Prompts guarantors to pay outstanding balances by phone with a credit or debit card, provides lockbox address for checks, or initiates monthly payment arrangements.
• Responsible for meeting and maintaining established productivity and quality assurance goal
• Responds to and documents all patients and internal inquiries regarding hospital and professional visits in the patient billing platform as they relate to the patient financial experience.
• Upon successful completion of the Trainee Program (approx. 6 months) including all elements listed in major responsibilities and with Supervisor recommendation, teammate may be eligible for promotion to Customer Service Representative.

Licensure, Registration, and/or Certification Required:

• None Required

Education Required:

• High School Diploma or GED

Experience Required:

• 2 years relevant customer service experience

Knowledge, Skills & Abilities Required:

• Experience with Epic's Resolute Hospital or Resolute Professional billing applications preferred.
• Working knowledge of professional and hospital billing and follow-up preferred.
• Knowledge of HIPAA standards, medical terminology, and billing practices preferred.
• Bi-lingual (Spanish and English) preferred.

Physical Requirements and Working Conditions:

• Work primarily involves sitting, with some walking required.
• Heavy telephone use and interaction with patients, family members, other departments, and external sources.
• Minimal standing for filing documents and research.
• Moderate reaching and bending necessary.

Preferred Job Requirements:

Education:

• Associates Degree

Experience:

• 2 years in call center, hospital billing, professional billing, or shared services environment preferred

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more - so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training

• Premium pay such as shift, on call, and more based on a teammate's job

• Incentive pay for select positions

• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs

• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability

• Flexible Spending Accounts for eligible health care and dependent care expenses

• Family benefits such as adoption assistance and paid parental leave

• Defined contribution retirement plans with employer match and other financial wellness programs

• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.