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Customer Service Representative

Georgetown University Hospital

Washington, DC
Job Code:
  • Customer Service
Georgetown University Hospital
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Job Details

Customer Service Representative at Medstar Georgetown University Hospital

Customer Service Representative

MedStar Physicians' Billing Services

Regular Full-Time




Position Summary: As the primary contact for all Hospital and GPG/CPN patients post service delivery, this individual must be able to quickly identify the nature of each inquiry (responsible for handling telephone inquiries, correspondence and walk-in customers).  Inquiries are typically prompted by billing related concerns but can range in subject from questioning services and associated diagnoses to questions about directions to the facility to requests for consideration of discounts due to charity status.  Often, the issues presented cannot be immediately resolved and require follow-up.  The problems presented often require advanced analytical skills and highly developed communication/service delivery skills in order to successfully handle disgruntled and confused patients.  Additionally, this individual must be adept at rapidly identifying the origin of the issue, Hospital vs. Physician, and within those two categories must distinguish between legacy and current receivables in order to research properly. These functions are performed in accordance with all applicable laws and regulations and Georgetown University Hospital's philosophy, policies, procedures and standards.

Required Education and Training: High school/GED required.  Associate's or Bachelor's degree strongly preferred.

Required Experience: Three years of physician billing experience preferred and two years of customer service experience, preferably in the health care industry. Excellent oral and written communication skills.  Advanced ability to handle challenging personalities and ability to diffuse confrontational situations.  Comprehensive understanding of ICD-9, HCPCS and CPT coding. Knowledge of payers submission requirements.  Receivables management experience.  Able to work in a team oriented work environment.  Computer literacy is a must, with experience in IDX and/or Invision strongly preferred.  Proficient in use Microsoft office products.


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