Customer Service Associate - Incoming Call Center Mychart

Duke University - Durham, NC

Full-time - Entry Level

Durham, NC

Educational Services

About the position

The Patient Revenue Management Organization at Duke Health is seeking a dedicated individual to handle customer inquiries related to patient accounts. This role focuses on resolving billing issues, providing financial counseling, and ensuring accurate communication with patients and insurance companies. The position is integral to streamlining the revenue cycle and enhancing patient satisfaction through effective problem-solving and customer service.

Responsibilities

• Answer and resolve all inbound inquiries and issues regarding patient account statements, bad debt write-offs, and insurance billing scenarios.
• Analyze patient issues by collecting information and conducting thorough research using various systems and resources.
• Document all inquiries and actions taken using the Customer Relation Manager (CRM) and follow up on customer issues until resolution.
• Communicate professionally with patients, physicians, collection agencies, and internal departments.
• Post customer service adjustments and update insurance information according to department guidelines.
• Coordinate patient refund requests and determine the necessity of refunds based on payment details.
• Provide financial counseling to patients and establish payment plans as needed.
• Produce itemized statements and assist patients with charity care applications.
• Obtain and post credit card payments while adhering to departmental guidelines.
• Identify trends in system problems and make recommendations for preventive actions.

Requirements

• Strong analytical and problem-solving skills.
• Excellent organizational skills with the ability to multi-task.
• Proficient in MS Word, MS Excel, and email communication.
• Strong interpersonal skills for effective communication both orally and in writing.
• Ability to work collaboratively in a team environment.
• Flexibility to adapt to changing work schedules and patient needs.
• Demonstrated ability to deliver excellent customer service.
• Ability to manage phone calls effectively.

Nice-to-haves

• Bi-lingual preferred.
• Knowledge of DUHS billing preferred.

Benefits

• Comprehensive health insurance coverage.
• Flexible scheduling options.
• Opportunities for continued education and professional development.