ProMedica is a mission-driven, not-for-profit health care organization headquartered in Toledo, Ohio. It serves communities across nine states and provides a range of services, including acute and ambulatory care, a dental plan, and academic business lines. ProMedica owns and operates 10 hospitals and has an affiliated interest in one additional hospital. The organization employs over 1,300 health care providers through ProMedica Physicians and has more than 2,300 physicians and advanced practice providers with privileges. Committed to its mission of improving health and well-being, ProMedica has received national recognition for its clinical excellence and its initiatives to address social determinants of health. For more information about ProMedica, please visit promedica.org/aboutus.

The Single Billing Office customer service representative serves as an ambassador for patients who are calling in with inquiries regarding their physician, hospital, home health or hospice billing statement. SBO CS representatives work in the EPIC Resolute Billing system to resolve any issues while ensuring patient satisfaction. They are expected to consistently uphold the ProMedica standards of providing excellent customer service and first contact resolution.

ACCOUNTABILITIES

*All duties listed below are essential unless noted otherwise*

1. Serves as a preliminary contact for ProMedica patients by greeting them over the phone in a pleasant and professional manner according to the customer service policy.

2. Ensures that accurate demographic and payor information is reflected in the billing system.

3. Obtains verification of patient insurance benefits as needed, identifying enrollment issues, and analyzing available coverage.

4. Identifies deductibles, out-of-pocket expenses, co-payments, and other items that are payor driven.

5. Processes credit card and check by phone payments for services rendered.

6. Screens patients for financial assistance when applicable per policy guidelines.

7. Advises patients on a variety of issues related to insurance/benefits and recommends resolutions within guidelines.

8. Informs and educates patients regarding issues identified at the time of reimbursement assessment.

9. Uses EPIC Resolute Billing System to process adjustments and claims according to the revenue cycle policy.

10. Assists with payment arrangements for patients according to payment plan policy.

11. Identifies and recommends process improvements related to current operating procedures.

12. Other duties as assigned.

Location: Remote