Customer Experience Representative chez LCMC Health

Your job is more than a job

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:

LCMC Health is a community. 

Our people make health happen. While our NOLA roots run deep, our branches are the vessels that carry our mission of bringing the best possible care to every person and parish in Louisiana and beyond and put a little more heart and soul into healthcare along the way. Celebrating authenticity, originality, equity, inclusion and a little “come on in” attitude is the foundation of LCMC Health’s culture of everyday extraordinary

Your extras

• Deliver healthcare with heart. 
• Give people a reason to smile. 
• Put a little love in your work. 
• Be honest and real, but with compassion.  
• Bring some lagniappe into everything you do. 
• Forget one-size-fits-all, think one-of-a-kind care. 
• See opportunities, not problems – it’s all about perspective. 
• Cheerlead ideas, differences, and each other. 
• Love what makes you, you - because we do

You are welcome here. 

LCMC Health is an equal opportunity employer. All qualified applicants 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.

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.

Simple things make the difference. 

1.    To get started, take your time to fully and accurately complete the application for employment. Incomplete applications get bogged down and are often eliminated due to missing information. 

2.    To ensure quality care and service, we may use information on your application to verify your previous employment and background.  

3.    To keep our career applications up-to-date, applications are inactive after 6 months and, therefore, require a new application for employment to be completed. 

4.    To expedite the hiring process, proof of citizenship or immigration status will be required to verify your lawful right to work in the United States.