Support Specialist-Patient Experience

Work Status Details: Full Time | 80.00 Hours Every Two Weeks
Exempt from Overtime: Non-Exempt
Shift Details: M-F 0700-1730, varies
Department: Patient Experience | Reports To: Manager-Patient Financial Services-PT Experience

The mission of Faith Health is to serve Christ by providing all people with exemplary medical services in an environment of love and care.

Summary:

This position is responsible for answering all incoming calls to the main hospital line, providing general information to callers, and accurately routing callers to the appropriate location. The Support Specialist will perform job functions utilizing the current telecommunications platform available. Calls will be handled efficiently while maintaining a high level of customer service and a calm demeanor. Responsible for assisting with refunds, working with billers on posting to accounts, assisting patients with payments and questions on accounts, and working miscellaneous work ques to resolve accounts. Position requires knowledge in computer programs (word, excel, etc.) and accounting. Other special projects may be assigned involving general clerical functions.

The listing of job duties contained in this job description is not all inclusive. Duties may be added or subtracted at any time due to the needs of the organization.

Responsibilities:

Essential Job Duties and Responsibilities:

1. Performs duties and responsibilities according to
   supervisor's direction, following department policies and procedures.
2. Demonstrates the knowledge and skills necessary to
   use a word processor/computer proficiently to produce accurate letters,
   reports, agreements and other documents within requested time frames.
3. Carries out the duties and responsibilities of
   position with the ability to handle multiple projects/tasks concurrently
   with organizational detail.
4. Creates and maintains a professional work
   environment. Recognizes personal leadership style and adapts to situations
   appropriately.
5. Establishes and applies problem solving skills.
   Creates a positive team environment within the department.
6. Establishes open communication with director,
   employees and patients.
7. Establishes and applies team building and team
   leading concepts.
8. Attends meetings.
9. Responsible for maintaining a departmental climate of
   openness, fairness, acceptance of criticism and discussion of ideas within
   the department.
10. Ability to prioritize and complete multiple
    projects/tasks.
11. Demonstrates the ability to organize and coordinate
    special projects independently.
12. Demonstrates organizational skills.
13. Develops and maintains an organized, readily
    accessible filling system.
14. Assists with refunds. 
    
15. Knowledge of Medicare, Medicaid, Blue Cross and other
    insurances. Keep current or up to date with changes as they occur.
16. Ability to recognize collectible amounts on accounts
    and follow account transactions to help patients with statements.
17. Answer
    and accurately route incoming phone calls quickly, efficiently, and
    professionally, while demonstrating professional etiquette and courtesy
    when interfacing with customers, both internal and external.

-    Ability to handle emergency calls and the
knowledge to route them appropriately.

-     Take and relay messages, as appropriate.

-      Provide general information to callers via phone to include, but not limited to location of physician offices and phone numbers, upcoming classes being offered at Faith Health, etc. 

18. Keeps all information confidential.

Hours will be dependent on patient census and workload. Ability and willingness to work a flexible schedule, to include after-hours and weekends as necessary.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other information:

Job Requirements:

The requirements listed below must be representative of the knowledge, skills, minimum education, training, licensure, experience, and/or ability required.

EDUCATION:

GED or High School Diploma preferred.

Previous Skills Requirements: 

EXPERIENCE:

Customer service experience preferred.

Skills/Knowledge Requirements:

SKILLS:

Language Skills – Ability to read, write, speak, and understand the English Language required.

Basic computer knowledge such as Microsoft Word, Excel, Outlook, PDF, etc. required.

Faith Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.