Job description
LCMC Health
We are a New Orleans-based, non-profit health system on a mission: to provide the best possible care for every person and parish in Louisiana and beyond, and to put a little more heart and soul into healthcare along the way. And that means we do things a little differently around here.
Treating people like family is the LCMC Health way, and it always has been. Founded by Louisiana's first freestanding children's hospital, we have grown into a healthcare system that is built to serve the unique needs of our communities and families.
Today, we offer six hospital locations: Children's Hospital New Orleans, East Jefferson General Hospital, New Orleans East Hospital, Touro, University Medical Center New Orleans, and West Jefferson Medical Center. We also offer a network of urgent care centers across the greater New Orleans area. With over 2,800 physicians specializing in everything from head to toe, our community can count on us to provide the right care, right where they need it.
JOB DESCRIPTION:
Why a Great Place to Work:
You’re more than your job. Everyone is. And that’s what makes you great at your job—all the little extras you bring to work every day, the things that make you you. At LCMC Health we value those things about you, because we know that all those little extras add up to extraordinary. And we’ve built a culture that supports and celebrates the extraordinary. You’ll see it when you come to work here, in the spirit of our places and the faces of our people. And every patient we heal, every family we comfort, every life we improve is the outcome of countless little extras adding up to an extraordinary result. Join LCMC Health, and you’ll find that our everyday makes it easy to live your extraordinary.
Essential Function:
GENERAL DUTIES
- Accepts inbound phone calls from patients, early out and bad debt vendors, physician offices, insurance carriers, etc. within a specific response-to-call timeframe and with the intent to resolve the caller’s concern immediately
- Follows scripts as provided by the call center manager to facilitate consistent and expedient account resolution
- Provides exceptional customer service that aims to improve patient and/or guarantor relations and contribute to a positive work environment
- Clearly explains charges to customers, reports any charge/payment errors to managerial staff, and resolves any errors within LCMC’s computer system
- Utilizes multiple resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence
- Negotiates full payment from patients and helps them set up an agreeable payment plan
- Collects patient payments and follows levels of authority for posting adjustments
- Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB)
EXPERIENCE QUALIFICATIONS
- At least 2 years Experience in a hospital or physician setting
- Previous experience in a call center environment preferred
EDUCATION QUALIFICATIONS
- Required: High school diploma or GED
SKILLS AND ABILITIES
- Minimum Required:
- Must be able to pass basic computer skills test and system level training
- Superior communication, organizational, and analytical skills
- Must be able to review correspondence and identify next action steps needed and determine the appropriate owning area for routing.
- Strong attention to detail
- Strong interpersonal and customer service skills
- Ability to work in a fast-paced environment
- Ability to comply with procedural guidelines and maintain confidentiality
- Knowledge of insurance processing terminology
- Experience with analyzing explanation of benefits (EOBs) from various insurance companies/payers
- Retains data entry skills and basic knowledge of Excel, Word and Outlook preferred
- Possesses excellent organizational and time management skills
- Epic software
- Demonstrates a commitment to organizational values by displaying a professional attitude and appropriate conduct in all situations
The above job summary is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.
WORK SHIFT:
Days (United States of America)This job description is intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.
LCMC Health is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.
Application for Employment
It is the policy of all member hospitals and facilities of the LCMC Health System (Louisiana Children’s Medical Center, Children’s Hospital of New Orleans, Touro Infirmary, University Medical Center New Orleans, New Orleans East Hospital, and West Jefferson Medical Center as well as its centers of health care and physician services, East Jefferson General Hospital, Woldenberg Village, Crescent City Physician Inc., and New Orleans Physician Services) to provide equal employment opportunities for all employees and applicants without regard to race, color, religion, sex, age, national origin, citizenship, marital status, gender identity, sexual orientation, veteran status, physical or mental disability, or any other protected status in regard to any position for which the employee or applicant may qualify.
Instructions to Applicant
1. You must fully and accurately complete the Application for employment. Incomplete applications will not be considered. LCMC Health and its members may use the information given in the application to investigate the applicant's previous employment and background.
2. The Application for Employment will be considered inactive after 180 days. If you wish to be considered after that time, you must complete a new Application for Employment.
3. If you are hired, proof of citizenship or immigration status will be required to verify your lawful right to work in the United States.
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