Customer Service Specialist, Patient Accounts

About the role

This position is responsible for responding to patient account questions, resolving product or service concerns, and clarifying customer complaints received via web portal, telephone, and face-to-face interactions. The role includes actively listening, researching and analyzing problems, identifying potential solutions, and expediting corrections or adjustments.

Responsibilities

• Promote a patient-centric approach to resolving patient account balances.
• Engage with patients via EMR portal messages, telephone calls, and face-to-face communication.
• Perform inbound telephone coverage to answer account questions for patients/families.
• Calculate and collect payments appropriately for all patients.
• Perform duties necessary to ensure all accounts are processed accurately and efficiently.
• Reconcile claims issues and request refunds when appropriate.
• Provide support to the scheduling department in identifying in-network insurance contracts and reimbursement policies.
• Research accounts receivable issues as required and directed.
• Process guarantor corrections due to registration errors and update insurance information on file as needed.
• Work effectively with team and leadership to make suggestions about improving workflow and providing excellent service experiences.
• Communicate with patients, insurance carriers, and other outside entities in a professional manner; identify solutions and respond professionally to patient concerns using pleasant tone, courteous language, appropriate grammar, tact, and diplomacy.
• Diffuse negative situations with patients and maintain a pleasant and professional tone during stressful circumstances and heavy workload.
• Communicate with staff members professionally, pleasantly; share relevant work information, avoid gossiping or disparaging remarks, accept work without complaint or provide reasons if assignment is unmanageable, ask and answer questions related to improving department performance.
• Willingly provide coverage, volunteer assistance, and maintain workflows within the department as needed without direct instruction/supervision.
• Work cooperatively and refrain from participating in negative conversations.
• Share knowledge and insights with co-workers in a constructive manner.
• Work to solve problems and address conflicts with the appropriate person directly before involving leadership or uninvolved peers.
• Be considerate of others in the work environment regarding breaks, meal periods, computer and phone use, and noise level.
• Know and comply with policies and procedures as enumerated in the Orthopedic One Employee Handbook and related documents.
• Provide assistance and support to leadership in implementing policies and procedures as necessary.
• Actively participate in training and adhere to all policies and procedures in compliance and risk management programs.

Qualifications

• High school diploma or GED required.
• 1 to 3 years of previous customer service experience required, including billing/collections experience in a medical office setting.
• Location: Orthopedic One Patient Accounts.

Schedule

Regular Full Time, Day Shift.