Our team members are the heart of what makes us better. 

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. 

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

 

The Customer Service Representative, under the direction of the Customer Service Supervisor, is responsible for all customer service related inquiries across the Hackensack Meridian Health (HMH) network. Responsible for resolutions via telephone, correspondence, and direct patient contact, and for all assigned responsibilities that assist the Patient Accounting Department's departmental goals.

 

The hours for this position are 8:00AM-4:30PM - Thursday to Monday. 

A day in the life of a Customer Service Representative with Hackensack Meridian Health includes:

•  Handling inbound Automated Call Distribution (ACD) call center phone calls for accounts on a weekly basis as well as communication from patients via other communication platforms.  Positively verifies/updates patient identity, demographics, insurance and all other data as required.
•  Provides patients with timely resolution of any questions and resolves inquiries with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
•  Review insurers' payment to explanation of benefits to determine patients' responsibility, and perform comparison to managed care contract for accuracy.
•  Performs partial financial screening for uninsured or minimally insured patients to determine the next phase of customer care.
•  Provides financing solutions for patients including developing and implementing payment plan options.
•  Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.) to ensure clear understanding.
•  Works closely with the Department of Consumer Affairs in order to achieve optimal patient satisfaction.
•  Investigates all billing issues with appropriate internal and external departments to ensure accuracy.
•  Enters payments via encrypted credit card system.
•  Implements the proper activity/CDM codes for the processing of any medical record request/coding change or audit request received from insurance companies, attorneys, audit companies, etc.
•  Sends written correspondence to patients advising of actions needed or responses to inquiries.
•  Sends itemized bills and other documentation to patients and insurance companies when needed.
•  Processes all return mail in a timely manner by contacting patients, physician offices, and patient's employer, and exhausts all efforts to secure and update with accurate information.
•  Responds/Refers all inquiries and correspondence from attorneys, collection agencies, and patients while the account is in bad debt.
•  Outbound calls for follow up to insurance companies, doctor's offices, and patients to resolve/address patient billing issues.
•  Reviews and facilitates all patient / insurance correspondence to resolution.
•  Achieving departmental productivity and cash collection standards.
•  Insures HIPPA compliance in all interactions.
•  Maintains and utilizes all written policies and procedures implemented within the revenue cycle.
•  Works to reduce self pay accounts receivable to meet department standards.
•  Ensure assigned work queues are worked and completed timely.
•  Collaborates, communicates and coordinates to create a positive patient experience.
•  Required to meet specific performance metrics of productivity and quality assurance.
•  Adheres to all established workflows, scripting, and department communication flow.
•  Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to interact with a variety of customers including patients, practice staff, physicians, colleagues and leaders.
•  Performs other job-related duties as required or assigned including but not limited to assisting in training team members.
•  Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Education, Knowledge, Skills and Abilities Required:

•  High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
•  Minimum of 1 year of experience in customer service.
•  Exceptional customer care skills, including but not limited to active listening, compassion, written and verbal communication skills, and a professional phone voice.
•  Strong time management and decision making skills.
•  Possesses a true customer/patient first attitude, and a passion for assisting customer/patients by delivering a positive patient experience on every contact.
•  Excellent computer and analytical skills.
•  Strong attention to detail.
•  Outstanding work ethic and strong adherence to shift schedule

 

Education, Knowledge, Skills and Abilities Preferred:

•  Associate's degree or two years of college from an accredited college or university.
•  In depth knowledge of the revenue cycle. (third party follow up, reconciliation, billing and other key areas of patient financial services)
•  Experience in analysis of accounts in a hospital or physician environment.
•  Knowledge of medical terminology, hospital systems, and insurance processes.
•  Computer skills preferably including but not limited to Microsoft Office and/or Google Suite platforms.
•  Bilingual in English/Spanish a plus.
•  Prior hospital finance/billing experience is a plus.
•  Prior call center environment experience is a plus.
•  Prior collection experience is a plus.
•  EPIC experience.

 

Licenses and Certifications Required:

•  Successfully pass EPIC assessment completion within 30 days after Network access granted.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Starting at $26.71 Hourly

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
Experience: Years of relevant work experience.
Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
Skills: Demonstrated proficiency in relevant skills and competencies.
Geographic Location: Cost of living and market rates for the specific location.
Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.


Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.