Customer Service Representative

You belong here! At Family Health West, you’re more than an employee, you’re family.

When you enter our facility, you know it’s Family Health West because, well, the color speaks for itself. You’ll be part of a team that strives to bring color to care in a vibrant environment by creating fun, effective treatment programs helping to empower and inspire our patients while providing the tools and care they need to achieve their wellness goals.

When we say you’ll do what you love, we mean it! Welcomed by open arms and warm smiles, you’ll join a team that encourages professional growth. We are sure to put on our listening ears when you share new ideas and approaches to care because that’s what got us to the top! You’ll wear your badge proudly, knowing that you contribute each day, to providing care that is unmatched, in western Colorado.

So, what are you waiting for?! Fill out the application now, and when you hit send do a little happy dance knowing that you just made our day. If it still sounds too good to be true, come see for yourself. Call us to schedule a tour and meet your new best friends!

About Family Health West

Our roots go deep - founded by the community in 1946, it’s no wonder our hospital feels like coming home. We were built from the ground up with the hands of our own community, a labor of dedication and hope by our people, for our people, for the future.

At Family Health West we go beyond what corporate hospitals deliver, we’ve created a culture of prosperity where warmth, passion, and care flourishes. As we focus on continually improving outcomes for patients, our network of healthcare providers includes a 25-bed critical access hospital, one of the largest rehab providers in western Colorado, outpatient surgical services, specialty clinics, emergency services, skilled nursing, and assisted living facilities.

Nestled at the base of the Colorado National Monument, Family Health West has an outdoor paradise at your back door. The community culture is fitting for outdoor lovers, bikers, hikers, or those just simply soaking in the panoramic views.

ESSENTIAL FUNCTIONS/Key Qualification:

• Reliable and punctual attendance is essential; expected to be at job as scheduled each scheduled work day.
• Communicate necessary information to others as appropriate and support all customer services functions, payment process and to include both inbound and outbound calling functions
• Provide advanced payment posting and system audits to support the process of lock box integration and supporting manual posting to the department, perform as a subject matter expert in the areas of payment posting, customer service issue and how to communicate to the public and our clients.
• Review insurance remittance batch queues and work each claim to support the daily payment posting process.
• Research Remittance updates and changes, vet the information and then roll out education to support revenue cycle as a whole.
• Build training tools for AR Specialist to support the relationship of insurance dollars to self-pay responsibility and how the two workflows connect. While supporting the departments and their educational processes.
• Manage outbound calls within multiple systems to support the customer relations of FHW
• Work and send statements and patient refunds for patients when assigned.
• Manage the Discounted care programs to ensure the state is informed of accurate data as well as track the patient volumes and reimbursement as required by the state program administration.
• Responsible for new statement activity to include PCIS, Cerner and ECW statements.
• Print Daily HCFA claim held in the que, pull primary payor information for submission, and bill paper claims with supporting documentation.
• Follow all standard operating procedures.
• Use of Excel and other reporting tools to capture and support call volume’s and customer tracking performance and outcomes.
• Maintains patient/resident/employee privacy and confidentiality at all times.
• Communicate appropriately using good interpersonal skills.
• Exhibit positive, professional conduct through both verbal and non-verbal communication.
• Resolve interpersonal conflicts using appropriate methods and resources found in the Employee Handbook.
• Other job related duties as assigned.

EDUCATION, LICENSE, CERTIFICATION and EXPERIENCE:

Hiring Time:

Open until filled

Wage Range:

The wage range for this position is $17.00 - $22.85

Immunizations:

required for employment, including COVID-19.

Benefits

FHW offers a full benefits package including:
FOR ALL EMPLOYEES:
Employee Assistance Program
403 (B) with 4% match from FHW and zero day vesting schedule
FOR FULL TIME EMPLOYEES WORKING AT LEAST 30 HOURS A WEEK
Medical Plan Options:
I. PPO plan with copay/coinsurance and lower deductible
II. High Deductible Health Plan with the option for a Health Savings Account.
III. Telemedicine includes in both plan options.
Dental
Vision
Life Insurance/ Accidental Death and Dismemberment Insurance
Disability Insurance with a Short and Long Term Option.
Critical Illness and Accident Plans
Cafeteria Options: Health Reimbursement/ Flex Savings / Dependent Childcare

A host of other options to include: Pet Insurance, Identity Protection, Travel protection,

Experience

• Three years of customer services experience and/or and medical experience preferred.

Education

• High School or better