Pt Self-Pay Resoltn Ctr Rep II

Responsibilities

• Responds to patients’ inquiries via telephone, MyChart, mail, email, and fax, concerning billing issues, claim payments, contract benefits, and medical billing in accordance with HIPAA, Third Party Billing rules and regulations, and the Fair Credit Debt Collection Practices Act.
• Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner, resulting in acceptable accuracy, production levels, and retention of patient services.
• Maintains performance and quality standards based on established call center metrics including turn-around times.
• Initiates insurance billing either electronically or via the use of the Electronic Work file transfer process within the billing systems for accounts classified as Self-Pay in error.
• Identifies and verifies coverage under the government health insurance programs.
• Sets up budget installment payment plans for those customers in need.
• Identifies patterns generated by external and internal activity impacting customer satisfaction.
• Alerts management regarding issues not completed within specified timeframes.
• Participates in training to learn regulations, systems, procedures, develop skills and initiate actions to accurately fulfill all requirements of the job.
• Safeguards member privacy in accordance with the corporate privacy policies and procedures.

Requirements

• Associate's degree and 2 years of relevant experience required.
• Or equivalent combination of education and experience.
• Preferred Qualifications: Proven and effective diplomatic communicator demonstrated by the ability to consistently present and express oral and written information in an organized, understandable, complete, and concise manner.
• Strong organizational skills, reasoning, and problem-solving skills.
• Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating multiple programs and applications at the same time, typing call documentation, and speaking to the customer simultaneously.
• Ability to prioritize tasks and work in fast paced environment.
• Ability to work effectively as a member of a team.
• Excellent computer skills.
• Proficient at instant messaging and text messaging technology.