CEENTA

Business Office Representative

Business Office Department - Charlotte, NC - Full Time

Primary Objective

This position is responsible for answering incoming patient calls to the Business Office to review/resolve any patient concerns regarding billing.

Essential Functions

  • Answer incoming calls to the Business Office with urgency and professionalism
  • Assisting patients questions they may have on their balances, or transfer to correct location/take message
  • Research accounts thoroughly regarding patient concerns communicating thru various channels (in basket messaging, via Epic, or email) for response/resolution regarding issue.
  • Manage accounts receivable, accepting and processing payments from patients
  • Keep accurate, detailed records of customer interactions and transactions recording details of inquiries, complaints and comments as well as actions taken
  • Assigned work queues to resolve issues with account (Duplicate charges, merging accounts, credits, returned mail and bankruptcy)
  • Ability to meet the physical and mental demands of the position
  • The ability to work on-site
  • Predictable, reliable, and prompt attendance

Skills and Abilities

  • Ability to interpret an Explanation of Benefits
  • Ability to communicate professionally (written and verbal)

Core Competencies

  • Communication
  • Multi-tasking & Adaptability
  • Attention to detail
  • Follow-up
  • Stress tolerance
  • Decision making

Training Period

Representative will shadow a current employee for a week. After completion of shadowing, they will work independently within an address return work queue that provides the representative with knowledge of where to locate pertinent information needed when a patient calls.  The representative will work this que (asking questions when needed) for several days.  After this time the representative will be accepting patient calls with the employee that she/he shadowed to refer questions to for a week

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

This position is a front-line contact for patient’s contacting the Business Office, ensuring the patients are addressed in a courteous and helpful manner. 

Education

High School Diploma is required

Experience

2—4 years of healthcare experience is required

Experience with Epic EMR preferred

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position entails answering a high volume of calls, which involves sitting for extended periods of time. The representative will be using a computer, along with printing, faxing and e-mailing to patients and coworkers.

Supervisory Responsibilities

The Patient Services Representative reports to the Business Office Coordinator.  This position has no supervising responsibilities.  

Position Type and Expected Hours of Work

This is a full-time, nonexempt position. The schedule for the position is Monday - Friday, 8am - 5pm.

Physical and Mental Requirements

The physical and mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

  • This is a largely sedentary role in which the employee is regularly required to sit, talk, or hear.

Mental Demands:

  • The ability to make quick decisons
  • The ability to use discretion and sensitivity when speaking to patients 
  • The ability to interpret data
  • The ability to work under pressure and thrive in a fast-paced environment

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to ad or change the essential job functions of this position at any time without notice.

A Typical Day in the Position

The Business Office Representative is responsible for answering incoming calls to the Business Office. This involves assisting patients with questions they have regarding their balances, entering insurance information, and researching accounts with account documentation. The position also answers calls from other CEENTA locations regarding insurance entry and patient questions. Business Office Representatives review emails and faxes received from internal and external sources with appropriate resolution and account documentation.

I, ____, have read and understand the information provided in this job description. Based on the job description above, I furthermore agree that I am fully capable of fulfilling the essential job functions as detailed above, without any accommodations.    

_______________________________________________________________________________________

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Equal Employment Opportunity Statement 
The Company bases all applicant and employee employment decisions without regard to race, creed, color, religion, age, gender identity or expression, sexual orientation, pregnancy, genetic information, national origin, sex, uniform service, veteran status, protected disability, and any other category protected under federal or state law. This policy of equal employment opportunity applies to all policies and procedures relating to employment including, but not limited to recruitment, placement, employee training and development, promotion, benefits, compensation, leaves of absence, position elimination, layoff, recall, termination, and all other terms and conditions of employment. The Company opposes racial injustice and racial inequality. We strive to provide a diverse workplace wherever employee’s background and experiences are important and bring value to us as an organization. Employees should bring any violations of this policy to the attention of Human Resources. 

 The South Carolina Pregnancy Accommodation Act protects individuals from employment discrimination for medical needs arising from pregnancy, childbirth or related medical conditions. The Act, which amended the South Carolina Human Affairs Law, also requires that employers provide reasonable accommodations for medical needs arising from pregnancy, childbirth or related medical conditions.  Should you have any questions, please contact Human Resources. 

 Accessibility Accommodation Statement Charlotte Eye, Ear, Nose and Throat Associates is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is the Company’s policy not to discriminate against any qualified employee or applicant with regard to any terms or conditions of employment on the basis of such an individual’s disability. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact [email protected].

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Charlotte Eye Ear Nose & Throat Associates, P.A. sets high standards for its employees. Compliance with these standards is a Condition of Employment. . Please carefully consider these requirements before applying for a position with our organization. As an employee, you will be expected to comply in full.

1. Treat each patient with an exceptionally kind and caring demeanor at all times and under all circumstances.
2. Respect the privacy and confidentiality of each patient and CEENTA.
3. Report to work when scheduled.
4. Maintain a professional, business-like appearance.
5. Wear your CEENTA name badge visible to others at all times.

Are you able to comply with all of the requirements listed?*
I understand that if I am made an offer of employment, it will be conditioned on my agreement to receive an annual influenza vaccine, unless I request and obtain approval for an exemption due to a qualifying medical condition or sincerely held religious belief. **
Have you ever been employed with Charlotte Eye Ear Nose & Throat Associates, P.A.?*
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If YES, please describe the circumstances of your conviction, including the date, nature, place of the offense, and disposition of the case.

*A criminal conviction is not an automatic or absolute bar to employment, and while convictions will be considered based on the time and nature of the offense and as related to jobs applied for, applicants should answer the question.
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