Customer Service Specialist

Description

The Customer Service Specialist is responsible for communicating with patients regarding billing inquiries, concerns, and discrepancies. This includes ensuring accuracy and efficiency of patient financial operations and providing financial, administrative, and clerical services. The Customer Service Specialist will secure patient revenue by processing and monitoring all incoming patient payments, verifying patient receipts, and resolving any discrepancies in compliance with financial policies and procedures.

ESSENTIAL JOB FUNCTION/COMPETENCIES

• Provide excellent customer service when answering patient telephone calls
• Processes all returned mail by contacting patient and ensuring correct address is on file
• Facilitates overdue patient balances and resolves bad-debt accounts by following bad-debt controls checklist, examining patient accounts, payment history, phone calls attempted and coordinating contact with collection agency
• Provides financial advocacy for patients by having working knowledge of budget and payment program policies and charity care policies
• Prepares accounts for collection agency by making them valid or authorized adjustments, scanning, and sending accounts to vendor
• Works patient AR (Accounts Receivable) daily to keep up with management productivity standards
• Submits all patient refunds to Credit Balance and Refunds Specialist to balance patient accounts
• Prepares daily bank deposits
• Assists front desk/call center staff with delinquent accounts
• Communicates with Financial Counselor Specialist, Payment Posting Specialist, Claim Resolution Specialist, and Business Office staff when necessary to resolve errors and clarify issues
• Stays accountable to quality and productivity standards, and monitoring compliance with policies and procedures
• Identifies process opportunity trends, preventable root cause issues, and recommend ways to improve efficiencies
• Ensures adherence to third party and governmental regulations relating to coding, billing, documentation, compliance, and reimbursement
• Participates in special projects, personal development training, and cross training as instructed
• Informs Supervisor of trends, inconsistencies, discrepancies for immediate resolution
• Works in conjunction with peers and functional areas of the Business Office department for the betterment of completing tasks and the company overall
• Job may require other duties as assigned.

Requirements

KNOWLEDGE | SKILLS | ABILITIES

• Demonstrates understanding of business and how actions contribute to company performance
• Demonstrates excellent customer service skills
• Knowledge of medical terminology, healthcare coding systems, and clinics functions
• Utilizes Practice Management (PM) system and all other software systems in accordance with Business Office and/or management protocols
• Reviews account information to identify trends, preventable root cause issues, and communicates these to Supervisor
• Ability to follow policies and procedures for compliance, medical billing, and coding.
• Ability to type and enter data with proficiency and accuracy
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Ability to successfully meet departmental deadlines

EDUCATION REQUIREMENTS

• High school diploma or general education degree (GED); or equivalent combination of education and experience.

EXPERIENCE REQUIREMENTS

• Minimum 2 years’ experience within a physician’s office or medical environment
• Experience in Urology physician practice environment preferred

REQUIRED TRAVEL

N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. . Seldom, up to 2%

100 lbs. Seldom, up to 2%

Lifting – Height & Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%

Salary : $17 - $23