Position Summary

The Customer Service Representative is responsible for addressing customer needs and insuring they have a positive experience. Applicants should exhibit active listening skills, empathy, problem solving and communication skills. The Customer Service Representative is responsible for supporting all aspects of the Revenue Cycle billing and collections process. Responsible for the billing and collection of accounts receivable outstanding balances. Understanding of insurance benefits, insurance verification, and billing patient's insurance timely following all payor policies/guidelines.

The Customer Service Representative’s decisions and actions with patients and families are determined in an ethical manner practicing compassion and respect for the inherent dignity, worth and unique attributes of each person. Effectively communicates with patients/families, visitors, colleagues, physicians, leadership, and volunteers. The Customer Service Representative follows and adheres to ARHS policies and procedures, regulatory requirements, and standards of behavior.

The Customer Service Representative demonstrates the ARHS Mission, Vision, and Values in action and approaches work in a way that reflects a bias for action, efficiency, and personal accountability. The Customer Service Representative demonstrates professional conduct, effective communication, and effective delegation of tasks. Effectively and professionally manages working relationships with coworkers, physicians, and all ARHS team members in a way that promotes a healthy work environment. Performs duties under general supervision. Always assists coworkers, patients, families, and visitors regardless of the patient assignment, so long as the assistance is in-line with their scope of practice and license.

Position Qualifications

Minimum Education

• High School Diploma or GED required

• Associate Degree in Finance, Business or related field is preferred

Experience

• 2 years of recent work experience in professional and/or hospital reimbursement and billing compliance, developing and maintaining third-party payer relationships required

• 1 year of prior experience in a similar role with a similar scope is preferred

Required Registration/License/Certification

• Licensure not required

• Certification is not required

Knowledge, Skills and Abilities

• Ability to communicate courteously and effectively with the public, patients, family, staff, and physician and acts within the chain of command, utilizing positive verbal and non-verbal skills

• Knowledge of medical terminology, ICD-10, and CPT/HCPCS coding systems

• Knowledge of the continuum of care provided in the organization.

• Ability to demonstrate exceptional customer service to patients, family, staff, and physicians

Physical Demands

• Lifts, positions, pushes, pulls, and/or transfers up to and greater than 20 pounds

• Manual dexterity and mobility

• Prolonged, extensive or considerable sitting/standing/walking

• Bending, squatting, twisting, and turning

• Near acuity: ability to see clearly at 20 inches or less

Working Conditions

• Infrequently exposed to hazards from electrical/mechanical/power equipment, odorous chemicals and specimens, and unpleasant elements (accident, injury, slippery surfaces, uneven surfaces), etc.

• May be subject to irregular hours (days, evenings, nights, weekends, holidays) and emergencies

• Continuous sitting, standing and walking long periods = to or greater than > 8 hours per shift

• Speaking, reading, and writing, expanded > 8 hours per day

• Exposed to vibration and cramped spaces

• Infrequently lifts, carries, pushes, and/or pulls > 20 lbs.

• Infrequently per hour: bends, squats, kneels, twists, turns, and reaches

• Frequently per minute: hand, finger, and wrist repetition and moderate dexterity

• Frequently per hour: exposed to soft voices > 3 feet away

• Frequently per hour: exposed to close eye work

• Infrequently may be exposed to ionizing/nonionizing radiation exposure, including x-ray and microwave

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Benefits

• Employee Choice Health Plans – 3 plans tailored to fit your life.
• Dental & Vision Plan Options.
• Retirement – ARHS offers both pre-tax and post-tax ROTH contribution with a robust employer match.
• Parental Leave – Eligible employees can take two weeks of paid parental leave anytime during the first six months following the birth or adoption of a child.
• Tuition Reimbursement.
• Employee Wellness Program.

About ARHS

Nestled in the Blue Ridge Mountains, Appalachian Regional Healthcare System is a family of two hospitals and multi-specialty physician practices. ARHS is the leader for healthcare in the High Country, providing high quality, compassionate healthcare for the mountain region of northwest North Carolina and northeast Tennessee. At ARHS, we believe in Making Life Better. Each interaction provides us with an opportunity to have a positive impact. Click here to see how our team takes pride in Making Life Better for those we serve.

About the Area

Big-city cultural attractions and small-town warmth merge in Boone, NC and its neighboring communities. Home to Appalachian State University, the High Country offers an abundance of activities for everyone to enjoy. Take a ride on the scenic Blue Ridge Parkway, head to the slopes for a day of skiing during the winter, or visit the small village of Blowing Rock, located just ten miles from Boone, and enjoy fine dining and shopping. There is so much to explore in the High Country. Come start your adventure today.

About Watauga Medical Center

• Licensed as a 117-bed regional referral medical complex, Watauga Medical Center, located in Boone, NC, offers both primary and secondary acute and specialty care.
• We are growing! See the future of Watauga Medical Center here.
• Watauga Medical Center has certification by The Joint Commission as a Primary Stroke Center since 2011. The hospital was recognized by the American Heart Association’s Get with the Guidelines® program and awarded the Silver Plus and Target: Stroke Elite Honor Roll designations for 2019.
• Our Cancer Center is recognized as an approved Community Cancer Care Center by the American College of Surgeon’s Committee on Cancer.
• Watauga Medical Center has earned The Joint Commission’s Gold Seal of Approval® for Chest Pain Certification since 2018.

Appalachian Regional Healthcare System is committed to equal employment opportunities to employees and applicants for employment regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws. Discrimination and harassment of any type is prohibited.