Patient Accounts Specialist - Customer Service

Community Health Center of Snohomish County (CHC)•Everett, WA

7d•Onsite

About The Position

The Patient Accounts Specialist – Customer Service is primarily responsible for managing a high volume of inbound and outbound communication from patients or their representatives regarding patient bill balances, payment plans, credit card payments, rebilling insurance companies, and general customer concerns.

Requirements

Reads, speaks, understands and writes proficiently in English.
Works independently and is self-directed.
Works effectively in a team environment.
Problem-solves with creativity and ingenuity.
Organizes, prioritizes, and coordinates multiple activities and tasks.
Works with initiative, energy and effectiveness in a fast-paced high-pressure environment.
Produces work in high quantity and quality.
Remains calm and effective in high pressure and emergency situations.
Use of multi-line telephones and other office machines.
10-Key: 150 kpm with a 97% accuracy rate.
Keyboarding: 35 wpm with a 97% accuracy rate.
Knowledge of medical terminology.
Knowledge of HIPAA regulations and compliance.
Ability to make decisions regarding sensitive information.
Proficiency in the use of Microsoft Office applications; Word, Excel and Outlook.
Customer service-related experience working with the general public (1 year).
Data entry experience (1 year).
Working with insurance/billing in a healthcare setting/insurance organization.
Healthcare information systems, such as electronic health record and practice management systems experience (1 year).
Working with private and/or government third party reimbursement.
High school graduate or equivalent.

Nice To Haves

Knowledge of dental terminology.
Knowledge of healthcare revenue cycle functions, including documentation, coding, and billing guidelines.
Knowledge of government rules and regulations as it pertains to compliant billing practices, using National Correct Coding Initiative (NCCI), and third-party payer rules.
Bilingual skills.
Graduate of an accredited Medical Billing Certificate program.
ICD-10 coding experience (1 year).
CPT-4 coding experience (1 year).
CDT-5 coding experience (1 year).
Working with low income, multi-ethnic populations.
Call Center experience (1 year).
Experience working in a multiple provider practice.
Certified Professional Coder (CPC) by the American Academy of Professional Coders (AAPC) or Coding Specialist (CCS) certified by the American Health Information Management Association (AHIMA).

Responsibilities

Takes and responds to a high volume of calls and emails each day, providing required information to external agents and patients.
Research and reply to patient messages through the Portal or other communication methods.
Monitors patient accounts voicemail and returns messages to patients and callers.
Verifies insurance coverage and submits claims to insurance companies.
Serves as resource for staff on all aspects of insurance programs, discount applications, payment plans, and patient payment processing.
Communicates effectively and respectfully, both in verbal and written form, with patients, providers or clinical staff to obtain missing or incomplete information.
Answers or appropriately refers billing questions.
Processes discount fee adjustments and enters tracking data into a discount fee database.
Researches patient questions regarding accounts/statements and initiates appropriate adjustments and/or resubmission of claim(s).
Adheres to established quality and quantity standards of the department, including participating in quality reviews for performance improvement.
Researches and reconciles patient credit balances and initiates refund requests.
Performs A/R resolution.
Assists patients in setting up payment plans and completes payment plan contracts.
Ensures compliance with records management guidelines by scanning various documents, including, but not limited to, statement verifications, collections, OB billing and invoices.
Assists with dental and medical charge entry.
Inputs billing information into Provider One and other carrier portals for primary and secondary billing, coordination of benefits and claim follow up and resolution.
Assists with cash posting and reconciliation of deposit logs.
Assists with processing mail returns.
Assists with posting unapplied payments, researching credits and processing patient refunds and rolling accounts to collections.
Adheres to attendance standards in order to perform the job functions for daily operations and/or continuity of patient care.