Customer Service Liaison
About The Position
Interacts with patients to provide accurate and complete patient information, secure payments for services provided, and maintain the highest quality of customer service. The role responds to billing questions, explains physician medical bills, investigates account discrepancies, verifies account and insurance information, processes payments and correspondence, and helps bring patient accounts to closure using revenue cycle systems. The position exercises independent judgment on basic or moderately complex issues and escalates questions and significant challenges to senior team members when needed.
Requirements
- High school diploma or equivalent.
- Knowledge of physician billing and ability to read and understand explanations of benefits.
- Data-entry skills of 40–45 words per minute.
- Ability to perform arithmetic calculations.
- Ability to communicate effectively to enhance the overall patient experience.
- Ability to work in various applications and understand workflows.
Responsibilities
- Create and distribute customer correspondence, including emails, dunning letters, system-generated letters, and invoices, to communicate actions customers need to take.
- Answer patients’ billing questions through incoming calls using current applications.
- Review account information and educate external customers about outstanding accounts and balances.
- Explain physician medical bills and resolve related inquiries and disputes.
- Gather account information to understand customers’ obligations.
- Evaluate account information, including invoice count, past-due dates, payment history, and billing addresses, to identify payment issues and possible root causes.
- Gather additional information from applicable systems to investigate discrepancies.
- Refer patients to the Financial Assistance Unit.
- Communicate potential solutions and available services by email, phone, or written correspondence.
- Record correspondence details, dates, and actions taken in relevant systems.
- Verify account data and the caller’s relationship to the account to comply with HIPAA regulations.
- Verify insurance, demographic information, payment credits, and other account details.
- Ensure the accuracy of accounts and balances.
- Receive information from customers about their concerns.
- Identify account issues requiring escalation to senior leadership or internal partners.
- Negotiate potential balance payoffs and payment terms within stated authority and guidelines.
- Process incoming correspondence.
- Identify trends and common patient concerns and report them to the manager.
- Collect and process online credit card payments using approved applications.
- Notify external customers when payment has been received.
- Establish payment plans for outstanding patient balances.
- Use revenue cycle systems to bring accounts to closure.
- Demonstrate understanding of relevant software applications.
- Evaluate collections processes and procedures to identify improvement opportunities.
- Maintain departmental standard goals.
- Perform related duties as required.
- Complete moderately complex assignments, recognizing when occasional deviations from accepted practices are needed.
- Exercise independent judgment on basic or moderately complex job-related issues.
- Elevate questions, problems, and significant challenges to senior team members for direction or subject matter expertise.
- Provide internal and customer-service-oriented support.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
