Customer Service Support Representative + Transition Incentive Award Eligible!

Munson Medical Center Traverse City, Michigan PAS ER Registration Full-Time PM/Rotate

Requisition #: 41351
Total hours worked per week: 40 hours a week


**Qualifies for shift premium**



  • Associates Degree or 2 years formal education or equivalent experience
  • Medical Terminology required or successful completion of medical terminology course in the probationary period.  Failure to complete medical terminology will result in termination of employment.

Work Experience:

  • Two (2) years work experience in customer service, healthcare or business related field.

Keyboard – Computer Skills:
  • Advanced keyboard, mouse, computer and Microsoft Windows skills.  Must have knowledge and ability to learn, access and utilize 4+ of the computer programs listed below in the probationary, when appropriate for respective department.  The applicant will be expected to learn and maintain proficiency in all other applications relative to the position.
    • Microsoft Word
    • Microsoft Excel
    • Internet/Web Browser
    • Star
    • Current email system
    • Insurance verification systems
    • Smart Web
    • Cerner applications
    • OTG Scanning
    • Huron applications
    • Star cash posting and APEX
  • Must be able to pass a typing test of at least 40 words per minute with under 6 errors.

Other Entry Requirements:

  • Above average oral and written communication skills and the ability to converse well on the telephone and in face-to-face situations is required.  Applicant must be warm, friendly and sensitive to the feelings and concerns of others.
  • Knowledge of current third-party payer reimbursement required.


Under the general supervision of the Manager, Patient Financial Services, and the Patient Financial Services coordinator.

Organizational reports to the Director of Patient Financial Services.  May receive input/instructions from Patient Financial Services Director.

Working relations with all ancillary departments and co-workers.

The ability to function responsibly in a minimally supervised work situation.  Must be a self-starter and self-directed.  Proven decision-making skills are required.



Interacts with all patients in the age category(s) checked below:

** All ages (birth & above)

No clinical contact with patients.



  • Supports the Mission, Vision and Values of Munson Healthcare
  • Embraces and supports the Performance Improvement philosophy of Munson Healthcare.
  • Has basic understanding of Relationship Based Care (RBC) principles, meets expectations outlined in Commitment To My Co-workers, and supports RBC unit action plans.
  • Promotes personal and patient safety.
  • Uses effective customer service/interpersonal skills at all times.
  • Is required to meet minimum quality and productivity scores as defined by management.
  • Works well under general guidance.
  • Ability to handle a frequent demand of shifting priorities and deadlines with a broader scope of complexity.
  • Responsible for data accuracy and input on Star.
  • Handles questions from patients or interested persons concerning insurance, credit, or other problems relating to the hospital.
  • Interviews in person or by phone, patients and relatives requesting payment arrangements or assistance.
  • Resolves problems regarding insurance, lack of information, and provides financial assistance as required.  Takes payments and makes payment arrangements on any unpaid balances.
  • Verifies insurance benefits on problem accounts.
  • Works daily and weekly reports.  Works delinquent payment plans. 
  • Dictates and sends collection letters as required.  Handles problem patient correspondence. 
  • Makes collection telephone calls. 
  • Handles incoming collection calls.
  • Interviews prospective charity recipients and determines eligibilityRecords bad debt payments and provides information for collection agencies, in order to facilitate collection.
  • Assists with Munson Healthcare Affiliate accounts: posts notes, bills insurance, receives payment, coordinates refunds, and makes collection calls.  Refers uncollectables to the collection agency.
  • Files claim with Probate Court against deceased patient’s estate.
  • Performs any other clerical duties relating to this job as directed by the Office Coordinator(s), Manager(s), or Director.
  • Maintains the confidentiality of all information exposed to while an employee of Munson Medical Center.
  • Performs other duties and responsibilities as assigned.