HCA, Hospital Corporation of America Customer Advisor - Bilingual in Houston, Texas

Job Summary – The Customer Advisor is responsible for working with customers to address inquiries and concerns related to patient accounts. (This position would handle patient calls and other responsibilities as assigned).

Supervisor – Customer Service Manager

Supervises – not applicable

Duties (included but not limited to):

• Talk with customers by phone or in person to obtain information needed to resolve inquiries.

• Confer with other staff members to obtain additional information and clarification

needed to resolve customer concerns

• Reconcile accounts according to insurance contracts and submit/ process correct

contractual

• Review accounts for appeal requests and forward appropriately

• Review accounts for duplicate or charge errors, forwarding to audit if necessary

• Correct or add insurance information and request rebill

• Encourage payment from patient through credit card, check or payment arrangement

• Answer all inquiries from customers promptly (generally the same day received)

• Assist patient account inquiries by courteously supplying accurate and timely information, including bills if requested

• Follow all guidelines and policies for SSC employees, both general policies and those specific to customer service activities

• Maintain a courteous and professional attitude with customers and coworkers

• Identify problem accounts and escalate as appropriate

• Analyze, process and index correspondence via CWF (if applicable).

• Maintain compliance with pool completion requirements (if applicable)

• Maintain required productivity and QA standards

• Document in the patient account record to identify actions taken on the account

• Work with patients and guarantors resolve payer requests and discrepancies to promptly resolve pending claims.

• Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement” and all policies and procedures related to the Collections department.

• Other duties as assigned

KNOWLEDGE, SKILLS & ABILITIES

• Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately.

• Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations

• Interpersonal skills - able to work effectively with other employees, patients and external parties

• PC skills - demonstrates proficiency in Microsoft Office applications and others as required

• Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems

• Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately

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EDUCATION

High school diploma or GED required.

EXPERIENCE

Minimum one year related experience required, preferably in healthcare. Relevant education may substitute experience requirement.

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Job: *Admitting Registration Clerical & Scheduling

Title: Customer Advisor - Bilingual

Location: Texas-Houston-Shared Services - Houston

Requisition ID: 08948-147016