Customer Service Liaison - North Phoenix (NSSC)
- Requisition ID
- 01 - Days
- Patient Collections SP
- Support Services
- Position Type
- Regular Full-Time
- Physical Work Location and New Employee Orientation Location : Address
- 2500 W UTOPIA
- Work Hours
- Monday-Friday 8am-430pm
HonorHealth is a non-profit, local healthcare organization known for community service and outstanding medical quality. HonorHealth encompasses five acute care hospitals with approximately 11,500 employees and 4,500 volunteers, over 70 primary and specialty care practices, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.
HonorHealth is a leader in medical innovation, talent and technology with a genuine commitment to your growth. The health system's vibrant careers take place in an environment filled with opportunity and respect because we see the HONOR in you.
High School Diploma or GED Required
2 years experience with revenue cycle activities in a medical or hospital setting Required
5 years in customer service role Required
The Customer Service Liaison has primary responsibilities to coordinate patient related charge complaints and/or care complaints, documenting and responding to patient complaints and grievances including responding within established guidelines, initiation of service recovery, identification of trends and reducing the risk of future complaints and/or system failures. Reviews and analyzes Financial Assistance packages, request charity adjustments, prompt pay discount adjustments, service recovery compromise adjustment, and other for self-pay inventory. Responsible for managing self-pay credit balance accounts. Promotes positive teamwork within and outside of department and among employees. Works with patients who have delinquent accounts to set up payment arrangements within HonorHealth's established guidelines. Exhibits HonorHealth values when dealing with patients, families, physicians, colleagues and others. Always promotes a professional and collaborative environment and a positive approach to resolving patient concerns.
- Manages the patient complaint process
•Summarizes and communicates with hospital administration and/or departments as needed to resolve patient concerns.
•Recommends suggested courses of action for given situation to resolve patient concern.
•Follows up on open issues/complaints for resolution.
•Promotes and actively follows process to allow patients to voice concerns.
•Receives concerns from patients, families and others through email, MIDAS, Chartmaxx and other Patient Financial Services billing systems.
•Investigates and resolves patient’s concerns in a timely manner.
•Collaborates on best approach for resolving concerns; identifies potential trends.
•Process correspondence daily through Patient Financial Services billing systems.
•Manages accounts with patient balances in Patient Financial Services billing systems.
- Charity review and approval
•Reviews charity applications routed to work queue for completeness and accuracy.
•Determines patient qualification for financial assistance within hospital policy.
•Returns incomplete applications to requestor for completion.
- Processing of patient credits
•Reviews patient credit balance accounts.
•Verifies credit is accurate.
•Processes credit card refunds through vendor website.
•Sets up all other refunds in appropriate Patient Financial Services system for approval/denial.
- Special Programs
•Assists with Co-Programs for patients.
•Others programs as needed.
•Reconciles all Self Pay Packages as well as Cosmetic cases, including follow up with physicians and patients for final payment.
- Assist patient walk-ins
•Assists patients/customers with their questions and/or concerns timely and professionally.
•Accepts and processes patient credit card payments.
Participates in training new Customer Service staff members.
Performs other duties as assigned or requested.
It is the policy of HonorHealth to provide equal opportunity in employment. Selection and employment of applicants will be made on the basis of their qualifications without regard to race, color, religion, creed, national origin, age, disability, sexual orientation, marital status, veteran status or any other legally protected status.
Please review the Equal Employment Opportunity poster.
Please review the Equal Employment Opportunity Poster.HonorHealth wants all interested and qualified candidates to apply for employment opportunities. If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us at EmploymentOffice@HonorHealth.com . Please indicate the specifics of the assistance needed. This option is reserved only for individuals with disabilities that are unable to use the online tools and is not intended for other purposes.