Customer Service Representative

12211 Plum Orchard Drive
Silver Spring, MD 20904


Kids Are Our Everything.

Department

10121 Patient Cash Application

Pay Range

$18.54 - $30.89Provide single point of contact for parents in regard to billing and insurance reimbursements of physician and hospital services. Respond to high volume, complex parent inquiries regarding billing issues. Research multiple hospital and physician service billing systems to resolve customer issues. Document activities and contact in systems. Develop detailed understanding of assigned managed care contractor and payor requirements.Minimum Education
High School Diploma or GED (Required)

Minimum Work Experience
3 years 3 – 5 years medical business office experience (Required)

Functional Accountabilities
Patient Services

• Receive calls from parents regarding billing questions for physician and hospital services.

• Review accounts with parents and communicate any complex billing information in a way that parents can understand; Work with parents to resolve billing concerns, following-up until needs are met.

• May provide information in legal matters, with appropriate authorization.

• May contact third party payors on behalf of parents to obtain additional information.

• May provide further account itemization to parents; interpret EOB letters for parents.

• Integrate information from multiple systems to develop responses to parents’ concerns.

Billing Issues

• Develop detailed knowledge of internal billing systems to research billing inquires for both physician and hospital services.

• Identify source of any issue and the resources required to resolve in a timely manner; refer unresolved issues to manager.

• Adjust overpayments and posting errors to accounts.

• Within identified parameters, write-off account balances; recommend and refer larger write-offs to manager for approval, provide supporting documentation.

• Document actions in system including research findings, write-offs, documentation sent, documentation requested etc.

• May add insurance information to systems.

Safety

• Speak up when team members appear to exhibit unsafe behavior or performance

• Continuously validate and verify information needed for decision making or documentation

• Stop in the face of uncertainty and takes time to resolve the situation

• Demonstrate accurate, clear and timely verbal and written communication

• Actively promote safety for patients, families, visitors and co-workers

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance

The disclosed salary range includes the minimum and maximum rates within which Children’s National believes an individual’s base pay rate will fall for this position. It is not typical for an individual to be hired at or near the maximum of the pay range. The exact pay rate for this position will be based on a variety of factors in alignment with the Children’s National compensation philosophy. These factors are legitimate and non-discriminatory including, but not limited to, the current market conditions; organizational needs; the individual’s combination of prior work experience, level of education, knowledge, skills, and other qualifications. Children’s National is committed to providing a fair and competitive total rewards package to each of our employees. This base salary range does not include our comprehensive benefits package or any additional compensation for which this position may be eligible.

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your RightsPay Transparency Nondiscrimination Poster.

Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.