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Sr. Customer Service & Collections Representative

White Plains, NY
  • Expired: November 08, 2022. Applications are no longer accepted.

Req # 15893

Clerical/Administrative Support


Patient Accounting

Full Time


M-F 9-5

Title: Senior Customer Service &

Collections Representative

Job Code: 800096


Patient Accounts

FLSA Status: Non


Reports to:

Supervisor, Patient


Position Summary

The Senior Customer Service & Collections Representative is responsible for overseeing the Customer Service team and Collection Agency Representatives. The senior provides guidance to the team to help troubleshoot issues, educate on process and resolve staff and patient issues. The Senior Customer Service & Collections Representative trains, coaches, and mentors employees on how to deliver the best customer service possible as all well as oversees early out self-pay and bad agency performance and monitors placements

Essential Functions and Responsibilities Includes the Following:

1. Understands and adheres to the WPH Performance Standards, Policies and Behaviors.

2. Investigate customer's problems and find solutions.

3. Communicates with customers via phone, and email.

4. Responsible to escalate to management issues as identified.

5. Handles major incidents that cannot be resolved by agents.

6. Ask customers to provide feedback on agents and customer service experience.

7. Analyze data and Customer Service score- card.

8. Isolate and identify areas of improvement and trends.

9. Assists management in development of processes to streamline and standardize workflow as well as improve current operations to best practice.

10. Trains agents on how to adequately address problems over the phone.

11. Work with management on customer service initiatives.

12. Completes charge adjustments and allowances entries on accounts as needed.

13. Re-bill accounts by insurance carrier and plan number and enters in the HIS for billing or re-billing purposes.

14. Responsible for reviewing self-pay aging.

15. Responsible for quality reviews for Customer Service team.

16. Processes rejections on third party accounts.

17. Responsible for processing patient payments and researching discrepancies.

18. Performs all other related duties as assigned.

Education & Experience Requirements

High School Diploma required.

Clerical Experience.

Minimum one to two years experience within a hospital setting.

Knowledge of third party billing and reimbursement.

Ability to use basic office equipment and knowledge of CTR computer terminals required.

Core Competencies

Ability to cooperate with others.

Must be able to speak, write understand and communicate the English language.

Effectively communicate with internal and external customers.

Integrity to handle the confidential aspects of work

Retains composure under stress

Physical/Mental Demands/Requirements & Work Environment

May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals the employee may be exposed to are listed in the hospital's SDS (Safety Data Sheet) data base and may be accessed through the hospital's Intranet site

(Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.

Must be able to remain in stationary position 50% of the time.

The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc

The person in this position frequently communicates with patients who have questions, must be able to exchange accurate information in these situations.

Must be able to detect and greet patients arriving

Primary Population Served

Check appropriate box(s) below:

Neonatal (birth - 28 days)

Patients with exceptional communication needs

Infant (29 days - less than 1 year) Patients with developmental delays

Pediatric (1 - 12 years) Patients at end of life

Adolescent (13 - 17 years) Patients under isolation precautions

Adult (18 - 64 years) Patients with cultural needs

Geriatric (> 65 years) All populations

Bariatric Patients with weight related comorbidities ? Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.

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White Plains, NY
10601 USA