Patient Account Representative - Support

Guidehouse•San Antonio, TX

3d•Onsite

About The Position

The Patient Account Representative – is an extension of a client’s business office staff. Our Operations II Representatives are responsible for providing support for their leaders, this may include handling incoming calls to patients and insurance companies to resolve account balances. All client policies and procedures are followed. Representatives will perform any and all job-related duties as assigned In the San Antonio office daily 8-hour shift between 8:30 AM - 5:00 PM PT This position is for a support level capacity, it will require taking IB calls when applicable. EOB knowledge IB calls Account Review Customer Service Account Updates Be a Subject Matter Expert and remain current in all areas of designated project/client, including client host system, imaging systems, internal host systems, vendor systems, and telephony systems. Will be required for the first 90 days to handle Inbound phone support to understand patient interactions and will remain available to provide phone support as needed Manages and reports on task dashboard and work queue (desk) daily/weekly/monthly Special Ad-hoc reports assigned by management. Strong Verbal / Written Communication Skills Work independently. Exhibit flexibility and cope effectively in an ever-changing, fast-paced healthcare environment. Complete all business-related requests and correspondence from patients. Complete all assigned projects in a timely manner. Assist client and patients in all requested tasks. Communicate to Guidehouse management areas of concern or areas of improvement. Research and respond to all patient inquiries received by telephone and mail. Update patient demographic information and initiate account adjustments.

Requirements

High School Diploma/GED or 3 years of relevant equivalent in lieu of diploma/GED
1-3+ years working within the following sectors: healthcare, insurance, business, finance, call center or customer service
Working knowledge can be of the following: insurance claims, billing, coding, follow-up, finance, accounting or customer service related responsibilities
Strong Verbal / Written Communication Skills
Work independently
Exhibit flexibility and cope effectively in an ever-changing, fast-paced healthcare environment

Nice To Haves

Customer service skills / customer service experience
Bilingual Spanish
PC skills in a Windows environment
Knowledge and utilization of desktop applications to include Word and Excel
Ability to initiate and follow through on projects and work independently with minimal supervision
EOB knowledge strongly preferred
Understanding of healthcare software

Responsibilities

Handling incoming calls to patients and insurance companies to resolve account balances
Following all client policies and procedures
Performing job-related duties as assigned
Taking IB calls when applicable
Being a Subject Matter Expert and remaining current in all areas of designated project/client
Handling Inbound phone support to understand patient interactions and will remain available to provide phone support as needed
Managing and reporting on task dashboard and work queue (desk) daily/weekly/monthly
Completing all business-related requests and correspondence from patients
Completing all assigned projects in a timely manner
Assisting client and patients in all requested tasks
Communicating to Guidehouse management areas of concern or areas of improvement
Researching and responding to all patient inquiries received by telephone and mail
Updating patient demographic information and initiate account adjustments

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program