Patient Service Resolution Representative

About the role

The Patient Services Resolution Representative plays a crucial role in resolving billing concerns for patients, patient representatives, attorneys, and insurance companies. This position requires excellent communication skills, problem-solving abilities, and proficiency in medical insurance terminology.

Responsibilities

• Handle high volume of inbound calls from patients, patient representatives, attorneys, and insurance companies.
• Accurately identify caller’s needs and resolve inquiries in a timely and accurate manner.
• Research and document billing issues using documented standard work policies, procedures, and department resources.
• Utilize escalation protocols when necessary to address complex accounts.
• Communicate USACS billing policies clearly as they relate to patient accounts.
• Identify billing concerns and issues; take proactive steps to minimize negative impacts to the patient, department, and/or company.
• Maintain strict confidentiality and professionalism in compliance with HIPAA and USACS Code of Conduct, House Rules, Missions, and Values.
• Perform various duties including research accounts, processing payments/adjustments, and processing incoming correspondence.
• Adhere to department schedule and department attendance policies to ensure adequate coverage of call center hours.
• Communicate with patients/customers, co-workers, and management with exceptional phone skills and active listening.
• Work independently and collaboratively in a fast-paced, dynamic environment.
• Display eagerness and capacity to learn when faced with new situations and problems.
• Be receptive to constructive feedback and continuous improvement.

Requirements

• High school diploma or equivalent.
• Experience in call centers, customer service, medical insurance, or billing is helpful, but not required.
• Ability to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds.
• Close visual acuity to perform job.

Qualifications

• Exceptional phone skills and active listening.
• Ability to adapt communication style to different types of callers, while maintaining professionalism, composure, and empathy.
• Proficiency with Windows applications, including Excel, Word, and Outlook.
• Understanding of medical insurance terminology; familiarity with ICD-10 and CPT coding is beneficial.
• Basic math skills for handling calculations related to payments and balances.
• Effective multitasking, prioritization, and time management abilities.
• Self-motivated with the capacity to work independently and collaboratively.
• Comfortable working in a fast-paced, dynamic environment.

Skills

• Knowledge of billing, insurance, and payment policies.
• Ability to communicate clearly and professionally with patients, co-workers, and management.
• Proficiency with Windows applications.
• Familiarity with medical insurance terminology and ICD-10 and CPT coding.
• Basic math skills for handling calculations related to payments and balances.

Benefits

USACS offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of our employees. Benefits may vary based on role, location, and employment status, but generally include:

• Medical, dental, and vision insurance options.
• Health savings accounts (HSA) and flexible spending accounts (FSA).
• 401(k) employee and employer contributions.
• Paid time off, including vacation, sick leave, and company holidays.
• Paid parental leave & family support benefits.
• Short-term and long-term disability insurance.
• Life and accidental death & dismemberment (AD&D) insurance.
• Employee assistance programs & wellness resources.

Specific benefit offerings and eligibility will be provided during the hiring process and may be subject to change in accordance with applicable laws and company policies.