Patient Service Specialist I

About the role

The Patient Service Specialist assists patients with inquiries related to their accounts, billing, insurance information, and reimbursements. This position supports the complete and timely collection of outstanding self-pay balances.

Responsibilities

• Performs job in accordance with Company mission, vision and goals.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Assists patients with inquiries related to their accounts, billing, insurance information, payment plans, and reimbursements.
• Resolves patient concerns in accordance with established policies, procedures, and guidelines.
• Manages high-volume patient inquiries regarding bills, providing timely and effective solutions.
• Communicates with patients in a consistently positive and helpful manner.
• Collaborates with internal teams to ensure seamless communication and resolution of patient issues.
• Makes and receives outbound calls related to patient collections.
• Updates patient files with address changes, contact information changes, etc., as needed.
• Reviews patient’s insurance and eligibility to ensure accuracy.
• Ensures first call resolution for all applicable calls. Escalates/routes appropriate calls/tasks to proper recipient(s) for resolution.
• Communicates electronically with patients/customers via online portal or other Company communication methods.
• Checks and responds to work e-mail on a regular basis throughout the workday.
• Participates in and completes all required trainings and in-services.
• Performs other duties as assigned.

Requirements

• High School Diploma, or equivalent WITH a minimum of one (1) year related experience; OR an equivalent combination of education and/or experience.
• Knowledge of Internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
• Excellent written and oral communication skills, including exceptional customer service.
• Able to establish and maintain effective working relationships with doctors, clinical staff, other co-workers and the public.
• Able to work individually as well as within a team.
• Able to follow both verbal and written instructions.
• Able to work a flexible schedule.
• Able to respond with patience and understanding during stressful conditions related to patient health and emergent situations.
• Able to multi-task and prioritize.
• Extreme attention to detail.
• Strong organization skills.
• Able to problem solve and use reasoning.
• Able to meet predefined quality standards.
• Professional attitude and appearance at all times.
• Solid foundation of insurance knowledge and guidelines for third party payers.
• Working knowledge of the healthcare field and medical specialty, as well as medical terminology.
• Reliable transportation; work assignments could be in any of the Company’s locations.

Preferred Qualifications

• Two (2) years’ experience working with an Electronic Medical Record (EMR).

Pay

$19.00/hr - $22.00/hr

Benefits

• PTO: Up to 96 hours in first year (pro-rated based on start date)
• Holidays: 7 (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day)
• Retirement: 401(k) with employer match
• Health Benefits: Medical (single and family), Dental (single and family), Vision (single and family)
• Other Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Basic Life/AD&D, Employee Assistance Program
• Other Voluntary Benefits: Voluntary Life, Accident, Critical Illness, Hospital Indemnity

This position is non-exempt (hourly) and eligible for overtime pay in accordance with applicable law. Overtime is not guaranteed. This position is not eligible for bonus, commission, incentive, or shift differential pay.