Customer Service Representative at T2 Flex – Delaware City, Delaware
T2 Flex
Delaware City, Delaware, 19706, United States
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About This Position
About T2 Flex
T2 Flex is part of the T2 Group which is a leading provider of technology-driven solutions for healthcare organizations, offering a wide range of services through its four business lines: T2 Tech, T2 Flex, T2 Solutions, and T2 Talent. With a thorough understanding of the intricacies of modern healthcare organizations, T2 Group harnesses its extensive expertise and innovative technology to tackle complex projects and achieve significant outcomes. From improving patient access and satisfaction, to maximizing revenue performance and streamlining operational efficiency, T2 Group is committed to making a lasting impact on the organizations it serves.
Job Summary
Receive, resolve, and respond to incoming and generate outbound calls, live chat and walk-in patients for inclusion in the following areas the PFS divisions of Community Care (CCD), Institutional Care (ICD), Managed Care (MC), and SharpCare (SC) in a manner reflecting the Mission, Values, and Philosophy of T2 Flex. Responsible for responding to all patent and provider billing questions, concerns, and inquiries promptly, courteously, and professionally.
Job Responsibilities
All T2 employees are responsible/accountable for the following:
Practices and Policies
Practices and Policies
Consistently complies with T2 Flex practices, policies (e.g., attendance, patient safety, identifying and reducing unsafe practices), and procedures. Abides by ethical standards set in the T2 Flex Commitment to Principles Handbook.
Regulatory Requirements
Regulatory Requirements
Completes and maintains all regulatory requirements including licensing and certification, and other mandatory training within established time frames. Submits documentation 2 weeks prior to evaluation or as appropriate. Requirements may consist of, but are not limited to TB Testing, Safety Test, Compliance Training, HIPAA Training, Licensing and Certification.
Patient/Customer Satisfaction
Patient/Customer Satisfaction
This standard is mandatory for those employees who have direct patient contact and may only be measured using an entity, department, unit or specific question Press-Ganey score. A patient satisfaction or customer service standard may be developed for non-direct patient care employees at the manager’s discretion.
Essential Functions
• | Service Level Achieve an overall departmental service level of 80% or greater. This is achieved by answering within 60 seconds or less. |
• | Patient Satisfaction Survey A monthly outbound survey of patient feedback. Goal is to achieve an average score of 80% or higher. |
• | Cash Goals Cash- Average of ICD and CCD cash collections scores CCD- Total of Customer Service, Self-Pay, and online collections ICD- Straight self-pay and self-pay after insurance. |
• | Individual Performance Standards Performance errors including but not limited to HIPAA breaches, balance/transaction adjustments, insurance, credit cards, CRRs, ARRs or failure to follow vendor guidelines (PMS, Peatman, Clear Balance, MedFi) |
• | Average Handle Time Handle patient inquiry in a manner consistent with department guideline at 8:31 minutes or less |
• | Phone Production The amount of work accomplished during assigned work hours, is measured by the percentage of time available to take calls when signed in to an ACD system. Demonstrates consistent call volume according to department guidelines and minimizes unproductive time and unapproved break codes. |
• | Adherence to daily schedule Adherence measures the agents accuracy in following their individual daily time schedule provided by the Workforce Management Team. Consistent adherence demonstrates consideration to department needs. |
• | YATE Customer service Receive and resolve incoming calls for the Customer Service Department with a focus on patient experience reflecting the Mission, Values and Philosophy of T2 Flex. Demonstrates exemplary customer service, conducts calls using YATE approved guidelines and scripting to ensure patient satisfaction as listed below. Account Actions- Accurate account documentation, and demonstrated proficiency in system knowledge by utilizing T2 Flex applications, tools and resources. Call Handling- Consistently follows all HIPAA requirements, properly reviewing account to provide accurate information, and Phone Etiquette- Incorporating soft skills while educating patients with a focus on providing a courteous and personalized experience. Negotiations- Accurately follows department guidelines, policies and procedures regarding payment plans and patient discounts with a focus on reducing A/R days. Wow Factor- Applying critical thinking skills to resolve complex billing issues. Deescalate dissatisfied callers by demonstrating empathy with a focus on service recovery. |
• | Collections Applying critical thinking to resolve balance with in A/R by collecting balance in full, negotiating settlements, Recurring payment plans, bank loans or financial assistance. Insurance= Verifying eligibility and benefits via One Source for commercial and government plans. Add insurance to patient account by adding the appropriate financial class code, and follow appropriate process to assure claims are submitted in an accurate and timely fashion according to payor guidelines. Review explanation of benefits to ensure accurate billing and patient responsibility. |
• | Communication Intradepartmental and Interdepartmental communication within the T2 Flex Organization to ensure patient’s billing questions, concerns and inquries are resolved promptly. Communication includes but is not limited to SRS clinics, SRS Managed Care, SCMG, Onsite hospital PAS staff, Onsite Business service representatives, Patient Relations, Patient Contact Center, Technical Assistance Center, etc…. External communication including but not limited to, Health Plans, and Provider Offices. |
• | Call Center Receive and resolve a high call volume of inbound and out bound calls via the ACD system. Expected call handling is 56 calls per day, with the expectation of handling each call within the identified AHT guidelines. |
• | (CS) Specialty Queues Responsibilities include answering questions from providers, health insurances and members, regarding referrals and claims for services provided to SRS HMO members at outside organizations. Representatives also provide education regarding SRS managed care processes, and services available at SRS for HMO members. Representatives also communicate any identified errors to appropriate unit (claims, claims support, eligibility, utilization management for resolution) |
• | Professional Competency Obtaining the Certified Revenue Cycle Representative (CRCR) is due within 12 months from date of hire. Department management is required to track the completion and maintenance of this certification. |
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education
H.S Diploma or Equivalent
Work Experience
2 years- Experience in customer service, medical billing, patient services, member services, patient accounting or claims processing.
1 year - Experience with Automated Call Distribution (ACD) system in a call center environment (preferred)
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Job Location
Delaware City, Delaware, 19706, United States
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