Bilingual Billing Representative - Customer Service Specialist

Description

Job Title: Bilingual Billing Representative - Customer Service Specialist

Work Schedule:   Full-Time

Employment Classification: Non-exempt, Hourly 

Status: Full-Time/Remote

Position Summary

The Customer Service Specialist is responsible for demonstrating knowledge and application of job duties within scope of practice and functions under the direction of his/her manager(s) and/or Director(s); respectfully interacts with all levels of staff; provides assistance, as needed, during assigned duty hours; participates in department activities; promotes independence; adherence to the attendance policy; encourages socialization; advocates for the quality of life of our patients while maintaining compliance with all applicable laws, regulatory and organizational standards; supports the company’s core values.

Summary of Duties and Responsibilities

• Receive incoming phone calls from patients/insurance carriers with EOB, patient responsibility, insurance processing/payment questions.
• Provide excellent customer service by listening to patient’s concerns, reviewing their bill and/or EOB, educating the patient on their responsibility, researching, and working with billing team to reprocess claims as needed.
• Resolve patient returned correspondence due to address updates.
• Resolve issues without transferring calls to others.
• Patient calls and ability to accept and process payments on account.
• Assist in filing secondary paper claims with the ability to access insurance explanation of benefits, as needed.
• Daily routing of incoming faxes and documents to specific billing staff.
• Daily assistance in working reminders for the billing department.
• Cross training throughout the billing department as needed.
• Assisting the billing department as requested in various billing projects as requested by management.

Requirements

Abilities, Knowledge and Skills

Effective communication skills to include: 

1. Ability to fluently speak and read English 
2. Ability to read and interpret documents such as safety rules, handbooks, policies, and manuals. 
3. Ability to communicate effectively, verbally and written, with all levels of staff and patients

Education, Prior Work Experience, Special Skill and Knowledge Requirements

High School Diploma or GED required

2 years medical billing and/or medical collections experience required

Basic computer skills

Understanding of deductibles, copays, coinsurance, recoupments, etc. 

Excellent customer service 

Well organized with an ability to meet deadlines

Detail oriented

Ability to multi-task and work in a fast-paced environment

Strong analytical and problem-solving skills

Self-driven with ability to work in a team environment

Physical Demands and Work Environment

Physical Demands

The physical demands described, here, are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the physical demands. 

1. While performing the duties of this job, the employee is required to use hands to handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. 
2. The employee frequently is required to stand, walk, stoop, kneel, crouch, reach, push, pull, bend and sit. On average, billing staff may be sitting 80% of their shift.
3. The employee must occasionally lift and/or move up to 30 pounds. 
4. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. 
5. Specific communication abilities required by this job include the ability to talk and hear to converse with others, discern, convey, express oneself, and exchange information. 

Work Environment

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. 

1. The noise level in the work environment is usually moderate; lighting is in the standard range. 
2. The employee is subject to infectious waste, potential exposure to allergens in concentrated forms, diseases, and conditions.