Summary: This role serves as the initial point of contact for patients regarding statements, insurance, payments, and claims issues, ensuring exceptional customer service and efficient resolution of inquiries.
Essential Duties And Responsibilities
Receive and promptly address calls from patients and offsite offices regarding statements/bills and insurance inquiries.
Address correspondence (calls, letters, emails) from insurance companies regarding services billed to patients in a timely manner.
Notify the appropriate Refund Specialists regarding identified account overpayments.
Maintain professionalism and a friendly demeanor with all callers.
Log accounts requiring follow-up and track status from pending to resolution.
Accept payments over the phone.
Identify, research, and correct insurance issues on patient accounts, submitting claims to insurance as necessary.
Adhere to established protocols and policies.
Stay updated on all insurances accepted by HMA.
Refer complex accounts requiring extensive research to Insurance Analysts.
Direct inquiries regarding Payment Plans or outside collections to the Patient Accounts Department.
Prepare billing statements upon patient request.
Conduct pre-service estimates.
Maintain a log of incoming phone calls.
Stay current on rules, laws, and regulations relevant to the position.
Knowledge, Skills, And Abilities
Ability to work independently in a fast-paced team environment, with 90% of work time spent on the phone.
Interpretation of Explanation of Benefits (EOBs) and statements/bills to patients, with clear and concise explanations of insurance carriers' and patients' financial responsibilities.
Understanding of coordination of benefits and ability to explain primary, secondary, and tertiary insurance filing.
Maintain a customer-focused approach in handling sensitive information and stressful situations.
Effective collaboration with internal and external customers.
Excellent telephone etiquette.
Proficient in typing, 10-key, alphanumeric data entry, Microsoft Office Suite, file management, and medical information systems.
Strong organizational and prioritization skills with attention to detail.
Excellent critical thinking abilities.
Education And Experience
High School Diploma or equivalent required; prefer three years of customer service work experience and one year of direct experience receiving inbound and making outbound patient calls.
Minimum of two years' experience in medical billing systems, with third-party billing experience preferred.
Physical Demands And Work Environment
Ability to stand/walk/sit for up to eight hours/day, with occasional lifting up to 25 lbs. and pushing/pulling up to 150 lbs.
Regular typing, computer work, and filing.
Office environment with limited exposure to communicable diseases.
No exposure to blood-borne pathogens or contaminated body fluids.
Employment Type: Full-Time
Seniority level
Entry level
Employment type
Full-time
Job function
Health Care Provider
Industries
Human Resources Services
Referrals increase your chances of interviewing at Get It Recruit - Healthcare by 2x