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Role Description

The remote Customer Service Specialist will be responsible for receiving and triaging all incoming patient and insurance calls, initiating outbound calls, and addressing questions and concerns regarding patient accounts through other platforms, as needed. You will be required to work in real time with a patient on the line.

• Prior experience in working with difficult or upset customers and knowing how to manage escalation is necessary.
• The primary responsibility for CSR’s is answering phones and returning voicemails to callers.
• The secondary responsibility is to resolve written requests from an assigned worklist.
• Research into multiple files and systems, as well as collaboration with several departments is necessary.
• This takes critical thinking and a thorough working knowledge of Revenue Cycle Management (RCM) to handle requests effectively and efficiently.
• This position has daily production benchmarks to help measure progress in meeting KPI’s.
• This position requires strong interpersonal skills to interact professionally, promptly, and courteously with patients, internal teams, and surgery centers.
• Collections experience is very helpful to work accounts and assist in resolving patient concerns.
• Knowledge of how to interpret an Explanation of Benefits (EOB, RA, Remit) and how to read the PAS Ledger and notes is a must.
• This position requires a high level of multi-tasking, technical ability, prioritization, time management, and organization.
• Accessing multiple systems and applications is a requirement.
• Prior A/R experience in a medical setting preferred.
• May be assigned additional delegated responsibilities and special assignments by Central Billing Office Management.
• Individuals should be flexible to perform a variety of duties.
• Bilingual is preferred.

Qualifications

• Experience in customer service, particularly in handling difficult situations.
• Strong interpersonal skills.
• Knowledge of Revenue Cycle Management (RCM).
• Ability to interpret EOBs and read PAS Ledgers.
• Multi-tasking and organizational skills.
• Technical proficiency in accessing multiple systems.
• Prior A/R experience in a medical setting preferred.
• Bilingual is preferred.

Requirements

• Handle a high volume of in-and-outbound phone calls to address various questions and concerns.
• Research overdue account balances that are fully or partially unpaid and follow up by mail and/or phone to patients on delinquent payments.
• Respond promptly to patient/internal team inquiries with clear communication and high-quality service.
• Research customer accounts thoroughly and document appropriately.
• Resolve discrepancies and prepare adjustments and refunds as necessary.
• Collaborate with various departments within the Central Billing Office to resolve requests.
• Ensure that all information regarding collection activity on accounts is entered accurately into the system.
• Respond to written requests submitted electronically and ensure timely resolution.
• Bring recurring issues to the attention of the department supervisors/manager.
• Conduct duties with empathy, support, respect, and professionalism at the core of every interaction.
• Evaluate and identify priority accounts.
• Perform other duties as required.