Job Summary:  Provides customer service for incoming phone calls to the Patient Financial Services department, including insurance and patient calls.  Also, provides customer service to patients presenting at the cashier station in the PFS department.  Files liens, maintains legal accounts, and performs bankruptcy processing as assigned.

Service and Quality Standards:

1. Service

Is Customer focused

                Anticipates customer needs

                Adheres to customer service standards

Is Competent, caring and compassionate

                Treats coworkers and customers with dignity and respect

                Demonstrates competent, caring and compassionate behavior

                                to customers and coworkers

1. People

Is conversation conscious

                Assures confidentiality of patient and employee information

Is positive in interactions with others

Is courteous and respectful

                Promotes a harassment free environment

                Inspires the trust of others

Acts in accordance with hospital policies, meets the requirements of the Code of Conduct,   and identifies any conflicts of interest.

1. Quality

Is excellent in patient care and service

                Demonstrates multidisciplinary cooperation

                Assists in obtaining excellent satisfaction scores of feedback

Is safety conscious

                Demonstrates safety consciousness and supports safety initatives

Is involved with improvement efforts

                Supports performance improvement

                Seeks ways to improve systems and services

                Shows commitment to improvement efforts

                Meets mandatory educational requirements

1. Growth

Is a loyal ambassador

                Demonstrates commitment to hospital mission and vision

Is active and involved

                Supports hospital initiatives

                Champions innovation and supports change

Is a positive role model

                Fosters team cooperation

1. Finance

Is a good steward of hospital resources

                Develops/uses efficient work methods

Is cost effective

                Conserves organizational resources

Job Responsibilities:

1. Provides Customer Service for incoming calls to the Patient Financial Services department.
2. Provides Customer Service for patients or patient representatives at the PFS department.
3. Files liens with patient attorneys for guaranteed protection in liability settlements.
4. Maintains legal accounts, processes legal documents, and performs bankruptcy processing as assigned.
5. Consults with PFS Director in suit authorization as requested by the collection agencies, and processes required documents.
6. Represents Anderson Hospital in court on legal accounts as needed.

Education Requirements and Other Requirements:

                Education Level:  High School diploma or equivalent.

                Certification/Licensure:

                Experience Requirements:

 Keyboarding 50+ wpm preferred.

 Experience in patient accounts office procedures preferred.

 Experience in patient accounts customer service preferred.

 Experience with patient accounts legal processes preferred.