Senior Customer Service Associate - Patient Experience

Job Requirements:

Job Summary

• Cost Accounting Type: Fixed Indirect
• Exempt: No
• Individual works under general supervision and is responsible for accurately identifying, copying, balancing and depositing all daily cash received by mail, clinics, and hospital departments. Coordinates all activities regarding cash balancing and forwards transactions daily to the Revenue Cycle Center. This position is represented by RCHEA. 

Standards of Behavior

Line of Responsibility and Authority

• LINE OF AUTHORITY: Director of Finance Duties Admitting Supervisor scheduling and back up Patient Financial Services Manager, Revenue Cycle Center

Professionalism and Self-Development

Education and Qualifications

• EDUCATION AND EXPERIENCE: High School Diploma or GED.
• EDUCATION AND EXPERIENCE: One to two years of hospital cashier or accounting experience
• QUALIFICATIONS: Ability to deal with problems involving a few concrete variables in standardized situations.
• QUALIFICATIONS: Ability to effectively present information in one-on-one small group situations to customers, clients and other employees of the hospital.
• QUALIFICATIONS: Ability to work independently with minimal supervision.
• QUALIFICATIONS: Able to organize and maintain good follow-up.
• QUALIFICATIONS: Actively demonstrate commitment to providing excellent customer service.
• QUALIFICATIONS: Average computer skills.
• QUALIFICATIONS: Demonstrate ability to reach decisions, take appropriate action and follow through within scope of responsibility.
• QUALIFICATIONS: Knowledge of medical terminology desired.
• QUALIFICATIONS: The requirements below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements/Work Environment/Use of Senses and Communications Skills

• ACCOMMODATIONS: The physical demands and work environment characteristics described here are representative of those an employee typically encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the key responsibilities and essential functions
• CONFIDENTIALITY: Employee must conform with all HIPAA and other confidentiality regulations as required by the job, department, or hospital
• PHYSICAL REQUIREMENTS a: This job requires frequent bending, squatting, kneeling, climbing, reaching above shoulders, sitting, walking inclines and declines, standing, talking, hearing, and performing repetitive hand motions. Vision requirements include close vision and the ability to adjust focus. The employee will occasionally lift boxes and/or supplies weighing up to 20 pounds.
• POTENTIAL EXPOSURE TO BLOOD & BODY FLUIDS: Category 3 for potential exposure to blood/body fluids. Does not require the performance of procedures or other tasks in the work routine that involve exposure to blood, body fluids or tissues, and the assisting in cases of emergency medical care or first aid is not a requirement of employment. Tasks that involve handling of implements or utensils, use of the public or shared bathroom facilities, telephones, and personal contacts such as handshaking, are all considered Category 3 tasks.

Job Roles

Sr. Customer Service Associate (AHCL)

• Answers telephone in a prompt, courteous manner.
• Assists all patients, family members, physicians, visitors and employees in a professional and courteous manner.
• Attends Hospital in-services as scheduled or as requested.
• Balances cash to daily deposit.
• Balances over-the-counter and admitting cash drawers daily.
• Collects all payments from cashiering areas daily.
• Is sensitive to the Hospital's commitment to superior guest services.
• Maintains a professional atmosphere in the business office.
• Maintains and meets expectations on time for all competencies, license, certifications and education requirements as outlined by local administration, Adventist Health AH, The Joint Commission TJC, Centers for Medicare and Medicaid Services CMS, and all other regulatory agencies.
• May be asked to fill in other job descriptions with PFS and Admitting to ensure continuity of patient care and Accounts Receivable.
• Operates as a team with coworkers by approaching relationships in a manner that avoids antagonism and reduces conflict.
• Prepares general ledger entries accurately. Works with accounting to ensure accuracy of G/L number assignments.
• Receives calls and/or walk in visits from patients or customers regarding their statements and answers questions.
• Respects patients' right to privacy as mandated by the Patient's Bill of Rights.
• Scans all EOB's and correspondence to the designee at the RCC daily.
• Takes all hospital money to bank daily before 10:00 AM
• Willingly performs other duties and innovations as assigned.

Pay Range: The estimated base pay for this position is $25.00 to $34.97. Additional individual compensation may be available for this role through differentials, extra shift incentives, bonuses, etc. Base pay is only a portion of the total rewards package, and a comprehensive benefits program is available for qualifying positions. Please contact our Talent Acquisition team for more information.