RESPONSIBILITIES AND DUTIES:

• Manage all inbound and outbound customer calls in a timely manner
• Accurately evaluates each account in order to determine what is needed, what is left outstanding and what steps are necessary to resolve the account in both patient Practice Management System
• Answers phones with correct salutation and professionalism
• Strong phone and verbal communication skills along with active listening
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Communicates effectively with all patients regarding their current account status and explaining of insurance benefits related to Deductibles, Co-Insurance and Co-payments
• Follows appropriate payment guidelines. Approaching patients for Payment in full, Payment Plans and Future Payment information as appropriate per the call
• Obtain financial information from patients/guarantors to determine free care eligibility
• Verify insurance, eligibility, and obtained authorizations when required
• Manage insurance changes and requirements
• Ensure current carrier information is maintained in Patient Account System
• Monitor accurateness, suitability and totality of patient accounts
• Followed up on accounts with outstanding balances in appropriate manner
• Document all calls, correspondence, and related activities to each patient's account
• Remained compliant with HIPAA guidelines and maintains the strictest confidential practice when dealing with patients' personal and financial information
• Demonstrated capacity to work under pressure and ability to multitask at all times on many different levels
• Maintains assigned task by ensuring that the task is completed timely
• Research returned mail; update patient demographics accordingly
• Understands Statement paths, next follow up dates and updates appropriately to maximize collection potential
• Understands UCC, MVA, Bankruptcy, Deceased and all Patient Account patient processes in order to properly offer assistance to patients
• Performs other duties as assigned to meet the organization's needs
• Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center for unexpected absences, events, or call volume variance
• Identifies and resolves patient billing complaints
• Performs various collection actions including contacting patients by phone.
• Answer patient and/or insurance phone inquiries; utilize claims software to check status of claim, submission history and eligibility.
• Ability to multi-task, set priorities and manage time effectively.

Minimum Qualifications:

• High school graduate or GED.
• At least one year of experience working in healthcare related field, preferably finance.
• Adequate keyboard skills (40 words per minute typing rate).
• Basic computer skills.
• Strong organizational and communication skills, including ability to discuss medical issues.
• Negotiation skills including assertiveness and being proactive.