Revenue Cycle Customer Service Specialist

About the role

The Revenue Cycle Customer Service Specialist manages all incoming patient calls and patient inquiries received via the RCM Billing work queue. This role provides patient support by resolving billing inquiries, updating demographic and insurance information, and assisting with setting up patient payment plans to address outstanding balances owed.

Responsibilities

• Act as RCM initial point of contact for patient calls related to general account balance inquiries, patient demographic updates, and billing-related disputes or questions.
• Update patient demographics and insurance information as appropriate.
• Review patient accounts to effectively explain balance details to patients.
• Process incoming credit card payments during patient calls.
• Understand and effectively communicate to patients how claims were processed by payors (copay, deductible, coinsurance).
• Set up acceptable payment plans based on the organization’s patient financial policy.
• Assist with RCM billing work queues and worklists regarding patient billing questions sent to the department.
• Handle actions for patient accounts when correspondence is received for bankruptcies, death, and legal correspondence (divorce, guarantor changes; provide statements for auto accident lawsuits, etc.).
• Participate in workgroups providing feedback and education on patient account activities.
• Other duties as assigned.

Requirements

• Experience working within EMR systems.
• Ability to utilize various computer applications, including Microsoft Office (Outlook, Word, and Excel).
• Knowledge of Medicare, Medicaid, and Managed Care payor policies.
• Ability to interpret insurance payor explanation of benefits.
• Familiarity with CPT and ICD-10 coding.
• Strong customer service background and effective communication skills.
• Minimum of three (3) years of experience working in a physician office, hospital, or other healthcare call center setting.

Qualifications

• High School Diploma/GED.
• Medical Call Center experience highly preferred.
• Medical business office experience preferred.
• Knowledge of insurance payers preferred.
• Athena EMR system experience highly preferred.

Physical Requirements

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
• Must be able to lift and support the weight of 35 pounds.
• Ability to concentrate on details.
• Use of computer for long periods of time.

Schedule

Full-time, hybrid position based in Charlotte, NC. Monday to Friday, 8 am to 5 pm.