Legal Customer Service Representative

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Responsible for entering accurate patient demographic information. Responsible for answering telephone calls from patients to resolve patient liability by adhering to all applicable laws and the collection policies and procedures of WVUHS. Demonstrates the ability to assertively pursue necessary information and to secure financial resolution on accounts. Utilizes excellent customer service.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High School graduate or equivalent.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Associate degree in a related medical field such as medical assisting or medical office administration.

EXPERIENCE:

1. One (1) year in a healthcare or collections setting.

2. One (1) year customer service with experience answering telephone calls.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Obtains demographic/billing/insurance information.

2. Accurately posts payments and adjustments.

3. Communicates problems hindering workflow to management.

4. Resolves patient liability concerns by assisting with payment arrangements and/or financial assistance.

5. Works closely with courthouse personnel

6. Answers patient questions quickly, accurately, and courteously.

7. Follows up on accounts as indicated by system reminders.

8. Supports the Associate Collections Counsel as well as other members of the WVUHS Legal Department.

9. Maintains patient confidentiality according to WVUHS policy and HIPAA.

10. Follows hospital guidelines.

11. Communicates in a general manner that demonstrates professionalism and concern for an individual’s needs.

12. Follows state and federal laws.

13. Exhibits considerable attention to detail when preparing legal documents.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping, and feeling are necessary body movements utilized in performing duties throughout the work shift.

2. Visual acuity must be within normal range.

3. Must have manual dexterity to operate keyboards, fax machines, telephones, and other business equipment.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High volume, fast paced environment.  Must be capable of performing assigned tasks despite frequent interruptions.

2. Must be capable of working within a confirmed office space under fluorescent lighting.

SKILLS AND ABILITIES:

1. Professional interactions at all times.  Must use excellent oral and written communication skills.

2. Follow and obey state and federal collections laws.

3. Requires ability to perform repetitious duties throughout the shift.  Requires considerable attention to detail, the ability to be organized and to be able to perform multiple tasks simultaneously.

4. Must be able to work with a variety of personality types and interact with individuals with various levels of education, capabilities and communication skills.

5. Knowledge of medical terminology preferred.

Additional Job Description:

ON SITE M-F (Morgantown, WV)

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Non-Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

552 SYSTEM Legal Collections

Address:

1240 Suncrest Towne CentreMorgantownWest Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.