Customer Financial Specialist Associate (eastern standard time zone resident)

Geisinger • Work from home (Pennsylvania), PA

19h • Remote

About The Position

This position works in a call center, answering inbound calls and making outbound calls in a fast-paced, dynamic environment. The specialist engages with patients, anticipates questions, shares information in patient-friendly language, builds rapport, and handles challenging interactions. The role takes a broad approach to resolving problems and identifies opportunities to improve the patient experience.

The specialist provides one-stop service and in-depth support to Geisinger patients on accounts receivable, billing, insurance, financial assistance, and related processes. The role works with other Revenue Management and Geisinger teams to coordinate revenue management activities and support patient satisfaction. Work is typically performed in an office environment, with the position designated as work from home in Pennsylvania.

Requirements

• High school diploma or equivalent (GED).
• At least 1 year of related work experience.
• Skills in communication, customer retention, customer service, and customer support policies, standards, and procedures.
• Ability to engage patients, explain information in patient-friendly language, build rapport, and handle problematic interactions.

Nice To Haves

• At least 1 year of customer service experience.

Responsibilities

• Provide one-stop service to Geisinger patients, offering in-depth process knowledge and advocacy for issues or concerns.
• Perform accounts receivable functions, including collecting payments, resolving accounts, applying discounts, setting up and managing installment plans, and explaining or assisting with financial assistance programs.
• Validate self-pay account status and insurance billing when necessary, and manage undeliverable patient statements in compliance with policies and regulations while maintaining a positive patient experience.
• Coordinate with Revenue Management and other Geisinger areas on revenue management needs and patient satisfaction.
• Work with staff, customers, and management to help determine technical solutions for business needs.
• Educate patients about billing, insurance, and regulatory issues of varying complexity.
• Use various billing systems to support migration of new mergers and acquisitions.
• Maintain compliance with federal and state regulations and internal policies.
• Identify improvement opportunities and diplomatically recommend changes.
• Complete assigned reports and projects and remain accountable for assigned tasks.
• Answer inbound phone calls and make outbound phone calls.

Benefits

• Healthcare benefits for full-time and part-time positions from day one, including vision and dental coverage and coverage for domestic partners.
• Collaborative, cooperative, and collegial work atmosphere.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED