Customer Service Coordinator II- Healthcare Billing Call Center

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This is a fast paced inbound call center. Must have the ability to multi task- talk and type while on the phone with patients.

Position Summary:

Reporting to the Customer Service Manager and/or Supervisor; the Customer Service Coordinator will be responsible for responding to customers billing requests and inquiries; researching and providing resolution of customer service related issues. Critical to this position is the ability to understand and navigate healthcare technology databases in order to make appropriate decisions regarding claims, patient records, and provide data, and/or financial determinations. The Customer Service Coordinator must possess the ability analyze customer accounts accordingly and provide an accurate explanation of account balances billed to patient. Position requires the ability to evaluate and secure appropriate financial resources to maximize reimbursement to Health System.

The Customer Service Coordinator must have knowledge of billing and collection guidelines related to all third party regulations as well as Johns Hopkins Medicine Managed Care contracts. This position requires patient, family, employer, and insurance contact; therefore, excellent telephone and customer service skills required. The Customer Service Coordinator works as team member and positively accepts change throughout the Health System while establishing relationships at all facilities and be familiar with each institution's computer environment and payer contracts as needed.

Knowledge:

• Requires adequate math skills.
• Requires knowledge of the Maryland reimbursement and regulatory environment so as to ensure compliance with State regulations regarding patient and insurance billing issues.
• Some knowledge of medical terminology, in addition to ICD-9 and CPT codes.

Skills:

• Intermediate in Microsoft Office.
• Must possess and demonstrate excellent verbal and written communications skills in order to interact with all levels of customers both internally and externally.
• Work requires handling member and/or provider calls which includes answering and documenting calls into the Customer Service Call Tracking System.
• Work requires adequate interpersonal skills as required to handle sensitive and confidential information requires problem-solving skills under moderate supervision.

Education:

High School Diploma or equivalent.

Work Experience:

1-2 years of call center or health care experience.

Salary Range: Minimum 18.87/hour - Maximum 31.15/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.