Patient Accounting Liaison (Call Center Based Patient AR)

Job Description

The Patient Accounting Liaison is responsible for professionally handling inbound calls for primary reasons such as collecting patient past due self-pay balances, establishing patient payment plans, accurately reviewing, and answering questions about the patient statement, reacting to accounts receivable and coding concerns, and assessing financial hardship.

Primary Duties & Responsibilities

• Handle a high volume of inbound calls (typically a minimum of 75 calls daily) from patients across the UUG practices.
• Collect past due balances by utilizing effective communication and negotiation skills.
• Provide accurate and comprehensive responses to patient inquiries regarding billing issues, payment plans, and financial hardship programs.
• Assess patients’ financial situations to determine eligibility for financial hardship programs and establish approved payment plans.
• Review accounts receivable and coding issues to ensure accuracy and resolve any discrepancies.
• Adhere to predetermined schedules and meet performance targets, including monthly and daily collection goals.
• Collaborate with internal departments to resolve complex billing issues.
• Escalate unresolved patient issues to the appropriate management level for further investigation and resolution.
• Enter or edit data for registration, insurance, charges, payments, adjustments, or electronic/paper billing to maintain a database of patient information.
• Other duties as assigned to support both inbound/outbound process for the Patient Accounting Liaison teams (Patient accounting & Pre-Collections Team).

Care Harmony

• Escalated patient calls.
• Placing tickets with Care Harmony: Medicare credits - monthly.
• Patients requesting opt out of program.
• Review of denials from Care Harmony.

Qualifications

• Minimum High School Diploma or GED required.
• Minimum of five (5) years of medical billing and insurance claim filing experience.
• Previous experience in a call center environment is highly desirable.
• Strong knowledge of accounts receivable processes and medical coding.

Knowledge, Competencies & Skills

• Excellent communication and interpersonal skills, with the ability to handle challenging conversations with empathy and professionalism.
• Detail-oriented with a high degree of accuracy in data entry and documentation.
• Proficiency with Microsoft Office 365 (Word, Excel), computer software & database.
• Attention to detail and willingness to learn.
• Ability to navigate through multiple technology programs simultaneously while speaking on the telephone.
• Maintain HIPAA compliance.
• Multitasking and proactive problem-solving.
• Ability to type a minimum of 40 words per minute.

Tech Requirements for the Job

• A high-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.
• A quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.
• Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.
• Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.

Physical Requirements for the Job

• Regularly required to sit and stand for extended periods.

Pay Range

$19.00 - $24.00 per hour

Equal Opportunity Employer

Our Practice is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, veteran status, or sexual orientation.