Customer Care Specialist - MedStar Unified Revenue Cycle Organization

About the role

MedStar Health is seeking a Customer Care Specialist to join the MedStar Health Customer Service Call Center. This role serves as the primary post-service contact, handling patient billing, coding, service, and insurance concerns with a focus on educating patients, building rapport, and service recovery to enhance the patient experience.

Schedule

9:30 AM – 6:00 PM, Monday – Friday.

Responsibilities

• Advocate on patients’ behalf to achieve optimal results, gain trust, and build rapport.
• Interact regularly with patients, MedStar Health staff, collection agency liaisons, website vendors, outside labs, and other stakeholders.
• Use established guidelines to make independent decisions on patient issues requiring resolution.
• Resolve patient/guarantor inquiries daily via telephone, mail, fax, and email.
• Meet departmental weekly standards for calls taken, mail handled, and other customer contacts resolved.
• Adhere to turnaround times for calls answered, speed of answer, hold time, and personal call abandonment rate.
• Serve as the single point of contact for patients, liaising and advocating until final resolution is achieved.
• Research, analyze documents, and review precedent-setting cases with internal and external sources.
• Use MedStar Health’s billing systems (IDX and SMS) and the MedStar Payment Portal to assist with billing and payment concerns.
• Annotate invoices or accounts after each inquiry to ensure proper documentation.
• Ensure correct upload of documents for retention and apply knowledge of non-telephony customer contact methods.
• Apply knowledge of MedStar Health’s Managed Care contracts to ensure proper reimbursement and customer satisfaction.
• Participate in training sessions, workshops, staff meetings, work events, task forces, committees, and community outreach.
• Communicate system or procedural issues to leadership to prevent recurrence and improve processes.
• Correct invoices and accounts with erroneous registration or insurance information for timely claim processing/reprocessing.
• Exemplify MedStar Health’s Spirit Values in service, resource utilization, quality outcomes, and communication.
• Interview patients for referrals or recommendations to support programs or charity care.
• Propose budget/payment plans in accordance with MURCO policies and Maryland State regulations.
• Stay updated on regulatory changes related to HCFA 1500 and UB04 billing requirements and payer-specific follow-up.
• Maintain departmental QA standards, including call abandonment rates, call duration, and patient hold times.

Requirements

• High School Diploma or GED.
• 2 years of experience in patient accounting or a related healthcare field.
• 1 year of customer service experience.
• Associate or bachelor’s degree preferred.
• Strong knowledge and experience in medical billing.

Pay

USD $20.57 – USD $36.27 per hour.

Benefits

• Comprehensive health and wellness benefits.
• Generous paid time off.
• Tuition assistance.
• Retirement plans.
• Additional benefits focused on employee wellbeing.