Job Summary The Customer Service Liaison has primary responsibilities to coordinate patient related charge complaints and/or care complaints, documenting and responding to patient complaints and grievances including responding within established guidelines, initiation of service recovery, identification of trends and reducing the risk of future complaints and/or system failures. Reviews and analyzes Financial Assistance packages, request charity adjustments, prompt pay discount adjustments, service recovery compromise adjustment, and other for self-pay inventory. Responsible for managing self-pay credit balance accounts. Promotes positive teamwork within and outside of department and among employees. Works with patients who have delinquent accounts to set up payment arrangements within HonorHealth's established guidelines. Exhibits HonorHealth values when dealing with patients, families, physicians, colleagues and others. Always promotes a professional and collaborative environment and a positive approach to resolving patient concerns.
Manages the patient complaint process
Summarizes and communicates with hospital administration and/or departments as needed to resolve patient concerns.
Recommends suggested courses of action for given situation to resolve patient concern.
Follows up on open issues/complaints for resolution.
Promotes and actively follows process to allow patients to voice concerns.
Receives concerns from patients, families and others through email, MIDAS, Chartmaxx and other Patient Financial Services billing systems.
Investigates and resolves patient's concerns in a timely manner.
Collaborates on best approach for resolving concerns; identifies potential trends.
Process correspondence daily through Patient Financial Services billing systems.
Manages accounts with patient balances in Patient Financial Services billing systems.
Charity review and approval
Reviews charity applications routed to work queue for completeness and accuracy.
Determines patient qualification for financial assistance within hospital policy.
Returns incomplete applications to requestor for completion.
Processing of patient credits
Reviews patient credit balance accounts.
Verifies credit is accurate.
Processes credit card refunds through vendor website.
Sets up all other refunds in appropriate Patient Financial Services system for approval/denial.
Assists with Co-Programs for patients.
Others programs as needed.
Reconciles all Self Pay Packages as well as Cosmetic cases, including follow up with physicians and patients for final payment.
Assist patient walk-ins
Assists patients/customers with their questions and/or concerns timely and professionally.
Accepts and processes patient credit card payments. Participates in training new Customer Service staff members. Performs other duties as assigned or requested.
Internal Number: 2018-14011
Let’s transform healthcare together.
Every day, we bring patients convenient, coordinated access to healthcare while providing meaningful service to our community.
Join us and you will:
Develop professionally and achieve your career goals
Enrich your life with a focus on wellness
Enjoy a compassionate, caring culture with outreach to our local communities
Support the well-being of you and your family with a diverse portfolio of benefits
Welcome to HonorHealth.
We are a non-profit, local healthcare organization known for community service and outstanding medical quality. Our organization encompasses five acute care hospitals with approximately 10,500 employees and 3,100 volunteers, urgent care centers, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.