Patient Accounting Liaison

OneOncology

22h•Remote

About The Position

The Patient Accounting Liaison is responsible for professionally handling inbound calls for primary reasons such as collecting patient past due self-pay balances, establishing patient payment plans, accurately reviewing, and answering questions about the patient statement, reacting to accounts receivable and coding concerns, and assessing financial hardship. This position may involve working on the Care Harmony project, which includes handling escalated patient calls, placing tickets with Care Harmony for Medicare credits, patients requesting to opt out of the program, and reviewing denials from Care Harmony. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Requirements

Minimum High School Diploma or GED required.
Minimum of five (5) years of medical billing and insurance claim filing experience.
Strong knowledge of accounts receivable processes and medical coding.
Excellent communication and interpersonal skills, with the ability to handle challenging conversations with empathy and professionalism.
Detail-oriented with a high degree of accuracy in data entry and documentation.
Proficiency with Microsoft Office 365 (Word, Excel), computer software & database.
Attention to detail and willingness to learn.
Ability to navigate through multiple technology programs simultaneously while speaking on the telephone.
Maintain HIPAA compliance.
Multitasking and proactive problem-solving.
Ability to type a minimum of 40 words per minute.
High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.
Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.
Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.
Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.
Subject to a pre-employment background check.

Nice To Haves

Previous experience in a call center environment is highly desirable.

Responsibilities

Handle a high volume of inbound calls (typically a minimum of 75 calls daily) from patients across the UUG practices.
Collect past due balances by utilizing effective communication and negotiation skills.
Provide accurate and comprehensive responses to patient inquiries regarding billing issues, payment plans, and financial hardship programs.
Assess patients’ financial situations to determine eligibility for financial hardship programs and establish approved payment plans.
Review accounts receivable and coding issues to ensure accuracy and resolve any discrepancies.
Adhere to predetermined schedules and meet performance targets, including monthly and daily collection goals.
Collaborate with internal departments to resolve complex billing issues.
Escalate unresolved patient issues to the appropriate management level for further investigation and resolution.
Enter or edit data for registration, insurance, charges, payments, adjustments, or electronic/paper billing to maintain a database of patient information.
Other duties as assigned to support both inbound/outbound process for the Patient Accounting Liaison teams (Patient accounting & Pre-Collections Team).
Handle escalated patient calls for the Care Harmony project.
Place tickets with Care Harmony for Medicare credits - monthly.
Handle patients requesting to opt out of the Care Harmony program.
Review denials from Care Harmony.