Revenue Cycle Patient Services Specialist (100742)

Part Time Schedule: Monday - Thursday 10 AM - 4:30 PM; Friday 8AM - 12:00 PM

SECTION 1: Job Summary (Summary of the basic functions of the position)

Responsible for service calls from patients regarding outstanding statement balances and serves as a
liaison between practices, clinics, the central business office and payors. Initiates telephone contact and
answers all calls pertaining to accounts receivables. Maintains accurate information regarding patient
interactions and maintains strict confidentiality of patient information at all times. Follows approved
processes, policies and procedures in executing job duties.

SECTION 2: Duties and Responsibilities (Responsibilities necessary to accomplish job functions)

• Answers patients' questions regarding statements and insurance coverage, answers telephone in a prompt, courteous, and helpful manner, screening calls, directing calls, providing information, answering questions, and taking accurate messages.
• Provides exemplary customer service to practice staff and works to resolve patient questions and complaints.
• Build knowledge base and resource pool at both corporate and clinical locations and operates as a team player in resolving customer issues.
• Keys updated insurance information and patient information such as bad addresses into the computer. Generates appropriate paper work, including itemized statements and receipts when requested.
• Handles setting up payment plans such as Budget Agreements for patients and as requested by practice staff.
• Works with Collection Agencies regarding patient payments, bad debt reports, bankruptcy
• Handles Refund checks that are returned, Patient Inquiry Task, Help Desk Tickets, as needed.
• Responds to all inquiries received from patients either by telephone or written request
• Handles transactions necessary on discharged patients and processes patient refunds as needed.
• Completes and files all necessary paperwork for services rendered, i.e., charge tickets, patient forms, medical records, etc.
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
• Performs other duties that may be necessary or in the best interest of the organization.

SECTION 3: Experience Requirements

• Three (3)+ years of work experience in medical billing and customer service experience.

SECTION 4: Knowledge, Skills and Abilities Requirements

• Thorough knowledge of handling multiple phone lines
• Thorough knowledge of medical billing procedures and medical insurance, including credit and collection procedures required.
• Thorough knowledge of medical accounts receivable collection procedures, including knowledge of insurance correspondence required.
• Detail oriented, professional attitude, reliable
• Ability to diffuse complex and confrontational situations with patients and practice staff
• Management and organizational skills to support the leadership of this function
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
• Interpersonal skills to support customer service, functional, and team mate support needs
  • Able to communicate effectively in English, both verbally and in writing
• Mathematical and/or analytical ability for basic to intermediate problem solving
• Basic to intermediate computer operation
  • Proficiency with Microsoft Excel, Word, and Outlook
• Specialty knowledge of systems relating to job function
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

SECTION 5: Supervisory Responsibilities:

• This position has no supervisory responsibilities.