RCM Customer Service Associate

Description

What You’ll Do

• Effective communication with AVP clients including patients, insurance companies, front office staff, back-end RCM team members and all other internal and external clients.
• Customer Service Representatives will assist clients with balance inquiries, payment information, demographic updates, general billing issues, insurance/ Medicaid updates, and other account related issues
• Tasks will be performed by utilizing PM systems such as Compulink, AdvancedMD, MDOffice and other vendor systems such as Excel, Word and all other relative systems as needed
• Work in the Collectly call que daily to resolve patient inquiries; review all accounts in the unsuccessful bucket for bad debt write off in accordance with AVP policy
• Operate Customer Service line, pull voice mails hourly and return calls within 24 hours
• Provide clients with correct answer to the account(s) in question
• Verify and update account information, including demographic information and correct insurance information
• Obtain payment on accounts that are patient responsibility, including prior bad debt balances as pertinent while speaking with patients
• Elevate problems, trends, or complicated accounts to the appropriate collector or manager
• Document all conversations with clients for future reference
• Handle client complaints in a professional and serious manner
• Review accounts for accuracy (correct statement groups, financial class, etc.)
• Process adjustments as necessary (settlements, refund requests, etc.)
• Perform follow-up on worked accounts when necessary
• Review and work daily correspondence received from patients
• Assist with account audits when necessary
• Perform a variety of other duties as directed by incoming calls
• Serve as a liaison between Patient Accounts, payers, and clients when necessary (troubleshoot accounts, fax claims to insurance companies to expedite processing, service/ charge disputes)
• Contact payers to check claim status when beneficial to clients
• Perform telephone appeals for denied or low payment claims when requested by client and within company established guidelines
• Process disputes by obtaining medical records and explaining procedures
• Review diagnosis and procedure codes with appropriate individuals to ensure correct coding
• Verify new or correct insurance information on patients
• Send claims to the insurance company as needed
• Contact the patient when insurance information does not verify as eligible
• Monitor office supplies and place orders to Staples as needed
• Complete special projects and all other duties assigned by the department Manager
• Adheres to all policies and procedures

Requirements

What You Bring

• High school diploma or equivalent
• 1-3 years of experience in a medical office environment is preferred
• Excellent judgment, dependability, and conscientiousness.
• Demonstrated high ethical standards and integrity.
• Demonstrated attention to detail.
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality.
• Customer and patient service orientation: prompt response to patient needs and ability to manage difficult or emotional customer situations with tact, empathy and diplomacy.
• Ability to work cooperatively in group situations; offers assistance and support to coworkers, actively resolves conflicts, inspires trust of others, and treats patients and coworkers with respect.
• Patient centered care focused, and a team player.
• Handles multiple tasks effectively and efficiently and exhibits commitment to effective problem-solving techniques when issues arise.
• Continuously acts to maintain a safe, clean, healthy, and fun work environment consistent with AVP’s Mission and Vision.
• Arrives on time, ready to work, and demonstrates minimal absenteeism.
• Demonstrates effective problem-solving skills
• Knowledgeable of Medicare and Medicaid billing and reimbursement concepts and principles
• Willingness to submit to a background check

Benefits & Perks

We’ve got you covered in more ways than one! As a full-time employee, you receive medical, dental, vision, a 401k plan, long-term disability, and life insurance. Pay is determined based on qualifications and experience. You will also get: 

• Paid vacation and holidays (+ two floating holidays)  
• Tuition reimbursement opportunities  
• Referral bonus opportunities  
• Discount on designer eyewear 
• Paid certified accreditation program  

Physical Requirements:

· Exerting up to twenty-five pounds of force occasionally and