Customer Experience and Billing Coordinator

REPORTS TO

SUPERVISES

GRADE

FLSA STATUS

Assistant Director of Operations

N/A

Exempt

CLASS SUMMARY:

Under direction, this class is responsible for a variety of duties and responsibilities in support of Transit Safety & Training, operations paratransit clerical support including maintenance of electronic files to include but not limited to customer complaints, Medicaid billing, ICD9 and CPT Coding, and other sensitive material including access to facility and bus surveillance systems (including video and audio).

TYPICAL CLASS ESSENTIAL DUTIES: (These duties are a representative sample; position assignments may vary.)

FRE-QUENCY

BAND/ GRADE

1.

Perform a variety of duties and responsibilities in support of customer service and operations department initiatives that include but not limited to:

· Accurately enter and maintain data associated with operator incident reports.

· Accurately enter and maintain data associated with employee qualification files.

10%

2.

Acts as primary point of contact for Complaints regarding:

· Contact for all CityLink customer compliments, complaints, and incident resolution.

· Perform initial customer complaint administration and investigation, and if valid, forward for further action.

· Contacts customer to follow-up on complaints and works with the customer until complaint is appropriately resolved and approved to close out.

· Provide any requested reports to members of CityLink staff as requested.

40%

3.

Oversees, monitors, and tracks Medicaid Billing requirements:

• Maintain company database encompassing documentation of submitted and received documents, statements, and other required information.

· Understand hierarchy of payers, payer authorizations and limits to coverage to ensure proper distribution of A/R funds between payers and resident balances. Monitor census from various forms of information daily and monthly to complete accurate and timely billing.

• Submit claims/invoices in accordance with departmental deadlines and follow up with finance department as needed.
• Track and submit all unbilled claims by reviewing remittance advices, EOBs.
• Apply electronic and manual payments daily to maintain current A/R balances.
• Follow HIPAA guidelines in handling patient information while providing support to department supervisor by engaging in multiple projects and assignments simultaneously.
• Participate in the preparation and completion of monthly A/R close functions in adherence with company timelines.
• Review and recommend account updates and adjustments of balances to upper management to properly manage accounts.
• Assist communities as well as families by properly documenting account updates to provide accurate balanced information.
• Follow up with payers on claim issues to resolve A/R balances.
• Provide Monthly Billing and/or Follow-up on all Medicaid and outstanding balances.
• Monthly Verification of Applied Income and Eligibility Status of Medicaid Residents.
• Connect Mobility application approval and denial process.
• Familiar with the rules and regulations of Medicaid billing.
• Skilled at problem solving and account resolution.
• Responsible for tracking Medicaid pending applications.
• Excellent attendance.
• Performs other duties of a similar nature or level as assigned.
• Ability to operate a variety of office equipment and software including but not limited to a computer, copier, scanner, phone, and printers, MS Office 365, some working knowledge of operating the Avail system, Ecolane, and open to learning any other innovative software systems that will support job functions.

60%

TRAINING AND EXPERIENCE (positions in this class typically require):

Some college preferred. High School Diploma or GED required and 1-to-2-year experience in administrative and/or customer service; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

LICENSING REQUIREMENTS (positions in this class typically require):

Licensing Requirements:

N/A

KNOWLEDGE

Knowledge of:

· Methods and techniques of public transportation programs;

· Principles of basic report preparation;

· Principles and procedures of record keeping;

· Pertinent federal, state, and local law, codes, and regulations;

· Customer service principles and practices

SKILLS (position requirements at entry):

Skill in:

· Providing customer service;

· Entering information into databases and spreadsheets;

· Keyboarding;

· Using a computer and related software applications;

· Telephone etiquette;

· Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

· Organizational Skills

PHYSICAL REQUIREMENTS:

Positions in this class typically require: reaching, standing, walking, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

CONFIDENTIALITY:

This position will have access to confidential information concerning customers, employees, and business operations of CityLink. Position will require a signed confidentiality agreement.

NOTE:

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.