Customer Service Specialist, Patient Accounts

Responsibilities

• Engage with patients in various platforms including EMR portal messages, telephone calls, and in face-to-face communication.
• Perform inbound telephone coverage to answer account questions for patients/families.
• Calculate and collect payments appropriately for all patients.
• Reconcile claims issues and requests refunds when appropriate.
• Support 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.
• Communicate with patients, insurance carriers, and other outside entities in a professional manner.
• Diffuse negative situations with patients and maintain a pleasant and professional tone during stressful circumstances and heavy workload.
• Communicate with staff members in a professional, pleasant manner; share information relevant to work, no gossiping or disparaging remarks, accept work without complaint or provide reasons why assignment is unmanageable, ask and answer questions related to improving department performance.

Qualifications

• High school diploma/GED required.
• 1 to 3 years of previous customer service experience required, including billing/collections experience in a medical office setting.