Savista
Position Objectives:
Essential Duties & Responsibilities:
- Handle high volume of inbound/outbound calls for customers that need to be screened financially and medically for Financial assistance.
- Perform face to face interviews with customers in a centralized Savista office, client site or home environment to determine eligibility for financial assistance.
- Use Savista eligibility screening tool to determine customers eligibility for all State and Federally funded programs that will provide financial assistance to resolve current or future hospital bills.
- Collect and process upfront deposits or set up payment arrangements, as required.
- Conduct the appropriate application support based upon state or federal regulations. Facilitates the application process or directs the customer to the appropriate next step.
- Provide instruction or work directly with the customer or their appointment of representative to complete the appropriate application and acquire all necessary releases, signatures and supporting documents.
- Submit the application and supporting documentation to the appropriate institution in accordance with company protocol.
- Act as an advocate for the customer, but also serves as a liaison to other colleagues, client hospital personnel, and government agency staff in a collaborative effort to establish eligibility coverage for future or incurred medical expenses.
- Provide superior customer service and maintains a professional image.
- Meet or exceed established productivity, quality and revenue metrics.
Minimum Qualifications & Competencies:
- High school diploma or GED.
- At least six months of experience in a customer service role, interacting directly with customers either in-person or over the phone.
- Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievements of performance metrics.
- Demonstrated experience communicating effectively with a customer and simplifying complex information.
- Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
- Experience with customer interactions that require live, accurate documentation of the encounter.
- Ability to handle sensitive information and maintain HIPAA compliance.
- Demonstrated ability to navigate Internet Explorer and Microsoft Office.
- Maintain acceptable attendance and schedule requirements.
- Proven time management skills.
- Must be able to drive personal automobile (Required for Field Positions only).
- Amount of travel required: moderate (Field Positions only)
Preferred Requirements & Competencies:
- Bilingual in English and Spanish (or any other languages)
- Six months of experience working within financial counseling in a Hospital, Physician office or home environment, including demonstrated success obtaining patient demographic and financial information, handling insurance verification and obtaining authorizations.
- Understand federal or state government agencies including Social Security, Medicaid or charity care, healthcare accounts receivable within the healthcare revenue cycle touching patient accounts
- At least six months of experience working in a role with a high volume of either inbound or outbound calls through an automatic dialer.
- Core Values and Culture Expectations:
Demonstrates integrity and ethics in day-to-day tasks and decision making, adheres to Savista core values of courage, authenticity, respect, excellence and service, operates effectively in the Savista environment and the environment of the work group, maintains a focus on self-development and seeks out continuous feedback and learning opportunities.
Physical Demands:
The physical demands and work environment characteristics described here are representative of those that an employee must meet 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: the employee is occasionally required to move around the work area; sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear. The employee must occasionally lift and/or move up to 15 pounds.
- Mental Demands: the employee must be able to follow directions, to get along with others, and handle stress.
- Work environment: The noise level in the work environment is usually minimal.