SBO Specialist | Full-Time

About the role

Phelps Health is a 2,000-employee hospital and healthcare system serving the heart of small-town Missouri. The SBO Billing Specialist provides customer service and financial counseling for patient due balances, including Hospital and Physician billing services. This role involves handling inbound calls to address patient inquiries and making outbound calls to resolve patient balances.

Responsibilities

• Provides primary customer service for patient questions on patient responsible portions such as coinsurance, copays, and deductibles, including explanation of contractual adjustments and discounts.
• Resolves patient complaints or explains why certain services are not covered by insurance.
• Calls guarantors regarding past due balances and processes patient payments using secured devices.
• Provides patients with payment options including monthly payment plans (within policy) and bank loan financing, using a secured banking portal to process loan amounts.
• Explains insurance-related coverage and payment information to resolve patient inquiries for both Hospital and Physician services.
• Screens guarantors and households for financial assistance and processes financial assistance applications for patients seeking help with outstanding balances (deductibles, copays, coinsurance, and non-covered balances).
• Follows HIPAA guidelines in handling patient information.
• Distinguishes billing complaints from patient care complaints and resolves billing-related issues; forwards patient care complaints to Guest Relations.
• Reconciles business banking and credit card accounts.

Requirements

• High school diploma or equivalent required; additional training in healthcare billing or customer service preferred.
• Medical billing experience highly preferred.
• Proficiency in Microsoft Office; experience in billing software and electronic data submission preferred.

Skills

• Ability to receive and express detailed information through oral communications, visual acuity, and the ability to read and understand written directions.
• Normal mental concentration with repetitive operations for long periods of time.
• Ability to stand, walk, sit, and reach; occasionally lifts and transports items weighing up to ten (10) pounds.

Working Conditions

Standard office conditions with more than average noise. Periodic contact with conditions such as fumes, noise, chemicals, hazards, and/or diseases.

Benefits

Phelps Health offers competitive benefits and opportunities for growth.