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Job Information

Medical University of South Carolina MUSCP - Customer Service Representative in Charleston, South Carolina

Entity/Organization: MUSC Physicians (MUSCP) (http://www.muschealth.org/muscppublic/)

Hours per week: 40

Scheduled Work Hours/Shift: Monday - Friday ; 8:00am - 5:00pm

Pay Basis/FLSA: Hourly / Non-Exempt

Job Summary/Purpose : To handle all issues resulting from incoming calls regarding patient accounts. Review/analyze patient accounts and take the necessary steps to resolve patient/guarantor issues.

Minimum Training and Education: High school diploma or equivalent with customer service experience preferred. Punctuality and dependability are critical in this call center environment. Strong initiative and goal oriented candidates desired. Must have excellent organizational and communication (written and oral) skills. Typing and computer applications knowledge required. Medical related work experience preferred. Capable of working in a fast paced environment under stressful conditions. Ability to work harmoniously with co-workers and maintain a positive, can do disposition. Excellent interpersonal, written, oral skills are required. Ability to analyze, determine necessary steps to provide expected outcome and follow through.

Degree of Supervision: Work independently with minimum supervision.

Required Licensure, Certifications, Registrations: N/A

Additional Duties and Responsibilities:

  • Responsible for answering inbound patient phone calls and assisting with on-site patient counseling

  • Must meet department metrics as established by the Customer Service Supervisor as well as maintaining an acceptable error ratio

  • Compliant with all MUSC Health Policies and Procedures.

  • Identifies trends through daily work processes for improvement

  • Displays Customer Service qualities and acts as liaison between department and patient practicing excellent communication skills and sound judgment.

  • Working within Epic and Legacy systems to take needed action to resolve issues; Post on-line adjustments; Establish payment arrangements within departmental guidelines on patient outstanding balances; Pre-qualify for potential FAP applicants; Update demographic and insurance information; Request insurance billing/follow-up on unpaid/unresolved claims; Request patient statements

  • Serve as back up coverage for receptionist/front desk

  • Other duties as assigned by management

Physical Requirements

Continuous requirements are to perform job functions while standing, walking and sitting. Ability to bend at the waist, kneel, climb stairs, reach in all directions, fully use both hands and legs, possess good finger dexterity, perform repetitive motions with hands/wrists/elbows and shoulders, reach in all directions. Maintain 20/40 vision corrected, see and recognize objects close at hand and at a distance, work in a latex safe environment and work indoors. Frequently lift and/or carry objects weighing 20 lbs (+/-) unassisted. Lift from 36" to overhead 15 lbs. Infrequently work in dusty areas and confined/cramped spaces.

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