Cust Serv Rep - Dental

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school graduate or GED

PREFERREDQUALIFICATIONS:

EXPERIENCE:

1. Two years in a healthcare setting

2. One year of customer service experience

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

1. Interviews patient in person or by the phone who is referred for financial counseling in person or via the telephone to determine financial counseling needs and to help formulate a plan for financial resolution.

2. Informs patients of billing practices/policies and their rights and responsibilities regarding payment of accounts

3. Works with specialty departments to establish appropriate financial arrangements for elective and emergent services

4. Identifies and accurately resolves potential patient account issues for the WVU Dental Corporation

5. Resolves billing questions for patients who are treated by School of Dentistry providers

6. Monitors daily reports to identify large dollar account balances and private pay patients that need resolution

7. Obtains demographic / billing / insurance information from patient / family / legal guardian and enters information into the registration / billing system for service and claim processing

8. Balances daily receipts and cash drawer for patient payments, prepares daily deposit

9. Accurately utilizes applicable computer software and equipment for access processing

10. Initiates Veterans Administration eligibility screening. Identifies VA eligible patients and coordinates treatment; documents treatment authorizations and conducts necessary follow-up

11. Initiates Workers Compensation screening. Accurately identifies patients seeking treatment for work related injuries. Assists in the completion of appropriate paperwork and documents in the registration/billing system

12. Uses collection techniques which are legal and within WVU Dental Corporation policies and procedures

13. Maintains work que by reviewing payment status and contacting responsible parties by phone to arrange prompt payment of services

14. Reviews outstanding insurance accounts according to department procedures, to identify those past due for follow-up and contacts responsible payor

15. Investigates overpayments and takes appropriate action to resolve variance within thirty days of occurrence

16. Complies with all reimbursement billing procedures of third party and private insurance payors according to department policy and procedures

17. Takes appropriate actions to resolve account issues for customers. Actions will include close consultations with other staff members, providers, departments, and/or payors.

18. Receives incoming phone calls and correspondence to ensure that accurate and timely communication and appropriate action are facilitated and that the SOD is presented in a positive manner

19. Interprets situations or issues from customers; explains charges to patients, insurance companies, Medicaid, Medicare, and other parties in a clear, concise, and professional manner.

20. Maintains confidentiality according to policy when interacting with patients, providers, families, co-workers, and the public regrading demographic, clinical, and financial information.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, and grasping

2. Manual dexterity necessary to operate office equipment

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High volume, fast-paced office / out-patient clinical environment

SKILLS AND ABILITIES:

1. Excellent oral and written communication and customer service skills

2. Knowledge of third party payors

3. Knowledge of medical/dental terminology and associated coding protocols

Additional Job Description:

Normal shift is Monday - Friday 8AM -5PM.

Employee will be required to work one late shift every other week. Late shift is 10 am - 7pm. Week is assigned by manager, day is picked by employee, Monday - Friday only!.

Employee can be moved for coverage as needed to our STC office or other area/office as assigned by Manager.

Scheduled Weekly Hours:

Shift:

Exempt/Non-Exempt:

Company:

Cost Center:

Address:

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.