Accounts Receivable Admin – Patient Support

Tandem Diabetes Care

8d•$23 - $25•Remote

About The Position

The Accounts Receivable Administrator I – Patient Support is responsible for managing inbound billing inquiries from current patients, their support persons, and healthcare professionals via phone and email. This role assesses each interaction to identify the underlying need and drives the highest possible resolution. Responsibilities also include accurately documenting all communications within the Client Relationship Management (CRM) system and engaging customers with empathy and professionalism to provide clear, precise information and ensures a supportive experience. The shift for this role will be; Mon-Fri 630am - 3pm PST. A/R Admins at Tandem are also responsible for: Serves as the primary point of contact for inbound billing-related inquiries via Genesys phone queue and email from patients, support persons, and healthcare professionals. Assesses each interaction to determine the root cause of the issue and drives timely, accurate resolution, prioritizing first-call resolution whenever possible. Provides clear guidance regarding billing status, insurance requirements, payment options, claim outcomes, and account balances. Documents all customer interactions thoroughly and accurately within the Client Relationship Management (CRM) system in accordance with departmental standards. Navigates internal billing platforms and payer guidelines to resolve claim discrepancies and reimbursement questions. Escalates complex issues appropriately while maintaining ownership of the case through resolution. Collaborates with Customer Sales Support and internal revenue cycle teams to ensure data accuracy and prevent recurring billing errors. Mains compliance with all regulatory requirements, HIPAA standards, and departmental Standard Operating Procedures (SOPs). Meets established performance metrics including quality, productivity, responsiveness, and service level expectations within the inbound queue. Confirms completion of required training plan before assuming job responsibilities. Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.

Requirements

Bachelor’s degree (B.A/B.S.) in related field or combination of equivalent education and applicable work experience.
2+ years’ experience in medical billing or equivalent experience.
Experience in a HIPAA controlled environment.
Understanding of medical billing, insurance claim processing, and follow up procedures.
Understanding of all data required on a Health Care Financing Administration (HCFA) 1500 billing form.
Knowledge of billing codes and modifiers assigned by the Centers for Medicare and Medicaid Services (CMS).
Ability to understand Explanation of Benefits provided by heath care providers.
Knowledge of claims clearing houses and the basic functionality of these services.
Strong problem-solving skills with the ability to assess situations quickly and determine appropriate resolution pathways.
Demonstrated ability to effectively communicate over the phone with customers and insurance companies to resolve clear-cut issues and answer questions according to department protocols and requirements.
Able to effectively share information related to work product in verbal and written form.
Demonstrated ability to manage multiple systems simultaneously while maintaining accuracy and professionalism.
Demonstrated ability to work accurately, to follow instructions and schedules, and handle multiple priorities.
Ability to meet productivity, quality, and service-level performance standards in a structured call queue environment.
Experience with MS Office suite (Word, Excel, and Outlook), Internet, & customer relationship management systems (CRM).

Nice To Haves

Experience in billing durable medical equipment, preferred.
Experience in diabetes or other disease management device/diagnostics, preferred.

Responsibilities

Serves as the primary point of contact for inbound billing-related inquiries via Genesys phone queue and email from patients, support persons, and healthcare professionals.
Assesses each interaction to determine the root cause of the issue and drives timely, accurate resolution, prioritizing first-call resolution whenever possible.
Provides clear guidance regarding billing status, insurance requirements, payment options, claim outcomes, and account balances.
Documents all customer interactions thoroughly and accurately within the Client Relationship Management (CRM) system in accordance with departmental standards.
Navigates internal billing platforms and payer guidelines to resolve claim discrepancies and reimbursement questions.
Escalates complex issues appropriately while maintaining ownership of the case through resolution.
Collaborates with Customer Sales Support and internal revenue cycle teams to ensure data accuracy and prevent recurring billing errors.
Maintains compliance with all regulatory requirements, HIPAA standards, and departmental Standard Operating Procedures (SOPs).
Meets established performance metrics including quality, productivity, responsiveness, and service level expectations within the inbound queue.
Confirms completion of required training plan before assuming job responsibilities.
Ensures compliance with company policies, including Privacy/HIPAA, and other legal and regulatory requirements.