Patient Account Resolution Specialist-1

Summary:

PAR Specialists serve as the first point of contact for patients to resolve the caller’s needs, provide information, and resolve account balances while providing excellent customer service. PAR Specialists service inbound and outbound queues efficiently, with a focus on first-call resolution.

Education or Prior Experience:

• GED/High School Diploma

• 1+ years of customer service experience in a call center environment

• Previous negotiations, sales, or collections experience strongly preferred.

• Previous experience in medical collections or revenue cycle preferred but not required.

Duties and Responsibilities:

• Ability to handle 75+ inbound and/or outbound calls effectively

• Daily collection on patient account balances to meet or exceed a monthly collection goal

• Analyzes accounts for proper billing procedures and takes necessary action to rebill/resolve as necessary

• Utilize internal and external software to retrieve, input, or modify information needed to explain the charge and answer questions for patients

• The ability to meet specified key performance indicators

• Willingness to follow up with patients as needed to provide information related to account/balance resolution

• Accurately document accounts including details related to the call

• Focused on delivering excellent customer service on each call

• Engages in active listening when dealing with patients in an effort to provide one-call resolution

• Professionally interact with patients, management, and peers

• Dedicated to providing professional representation of Amplify's clients

• Other duties as assigned.

Required Knowledge, Skills and Abilities:

Knowledge

• Knowledge of customer service best practices.

• Knowledge of calculating discounts.

• Knowledge in 10 key by touch typing.

• Knowledge of client requirements and guidelines.

• Understanding of billing and recovery cycle.

• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.

• Working knowledge of Windows-based systems and Microsoft Office products

Skills

• Interpersonal, written, and verbal communication.

• Negotiating and closing skills.

• Typing speed and accuracy – Must be able to type a minimum of 35 words per minute.

• Customer Service – Providing professional and empathetic support to callers.

• Professionalism – acting in a professional capacity with regards to actions and words.

• Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Time Management — Effectively managing one’s own time to maximize productivity.

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Abilities

• Multi-Tasking—Ability to rapidly switch between tasks, programs, menus, and screens.

• Ability to talk and type at the same time.

• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team and patient demographics.

• Written Comprehension — The ability to read and understand information and ideas presented in writing.

• Written Expression — The ability to communicate information and ideas in writing so others will understand.

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

• Speech Recognition — The ability to identify and understand the speech of another person.

• Speech Clarity — The ability to speak clearly so others can understand oral communication.

Desired Qualities:

The PAR Specialist should possess the following desired qualities in order to succeed in this position.

• Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.

• Self-Awareness — Ability to identify areas of success and opportunities for development i