Senior Care Center Support Billing Specialist

Company Description

Privia Health™ is a national physician platform transforming the healthcare delivery experience. We provide tailored solutions for physicians and providers, creating value and securing their future. Through high-performance physician groups, accountable care organizations, and population health management programs, Privia works in partnership with health plans, health systems, and employers to better align reimbursements to quality and outcomes.

Job Description

Title/Position: Senior Care Center Support Billing Specialist

Department or Business Unit: Customer/Member
Reporting Structure: Director, Customer Experience 

Employment Type: FTE

Exemption Status: Non-Exempt

Travel Required: None

Overview of the Role:

The Senior, Care Center Support Billing Specialist  supports our growing physician network. This person will assist customers with all questions around billing/claims resolution, via current email technology platforms and incoming calls. The role operates within a customer service oriented high-volume call center environment.

Primary Job Duties:

• Responding to high volume inquiries via email/phone
• Assist with triaging case volumes 
• Providing resolution guidance/support to care center staff on complex claims/billing inquiries; claim holds, overrides, take backs, corrected claim workflows, coding assistance
• Critically analyze a situation and escalate issues to the appropriate internal team; meticulously following up to ensure that the customer is served in a timely fashion
• Identify issues that occur on a repeated basis and provide feedback to management
• Act as a subject matter expert for all current and updated resources, ensuring to communicate updates to fellow team members and ensuring understanding
• Provide support in team chat with questions from team members 
• Remain flexible to take on other duties as assigned

Qualifications

• High School Diploma required, advance certification a plus
• Familiar with healthcare billing and claim resolution preferred
• Experience with AthenaNet, Salesforce a plus
• 2-3 years of full time experience in a call center customer service environment 
• Familiar using software such as Salesforce, Word, Excel, Web Browsers and cloud-based web applications
• Availability to work an 8 hour shift between the hours of 8am-9pm EST
• Must provide accessibility to private, quiet work space with high-speed internet to effectively work remotely
• Must comply with all HIPAA rules and regulations

Interpersonal Skills & Attributes:

• Excellent written and verbal communication; efficient in communicating abstractly
• Highly organized, high energy, and a productive person with a fanatical attention to detail
• Curiosity and drive to get to the root of a problem 
• Analytical mind and are always looking for ways to improve a recurring process
• Ability to interpret customer intentions, despite what they are asking/saying
• Skilled in establishing and maintaining effective working relationships
• Ability to interact with employees and key stakeholders in a professional manner
• Multi-tasker, able to juggle multiple tasks at the same time.
• Ability to work independently and with a team in a fast-paced, high volume environment with emphasis on accuracy and metric adherence
• Happy when you are able to get to the bottom of a customer’s issue and do whatever it takes to address it

Additional Information

All your information will be kept confidential according to EEO guidelines.

Technical Requirements (for remote workers):

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.

Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to