Patient Call Representative - South Bend Orthopedics

SCA Health • Mishawaka, IN

3d

About The Position

South Bend Orthopaedics (SBO), a partner of OrthoAlliance and part of SCA Health (under Optum), is seeking a Patient Call Representative. SBO has a long history of providing specialized orthopedic care in northern Indiana and southwest Michigan, serving as the orthopaedic surgeons for the University of Notre Dame Athletics Department. SCA Health is dedicated to advancing patient care and expanding access to quality orthopedic services, focusing on people – patients, physicians, and teammates. They operate with seven core values: Clinical quality, Integrity, Service excellence, Teamwork, Accountability, Continuous improvement, and Inclusion. This role offers opportunities to build a career within a team that values expertise, invests in success, and shares a mission to improve healthcare.

Requirements

• H/S Diploma or equivalent
• A minimum of 1 year of experience in a medical office, customer service or call center role
• Ability to read, analyze and interpret financial reports, and information in patient accounts
• Ability to write routine reports and correspondence
• Microsoft Office Suite including Word and Outlook.
• Excel including the ability to sort and filter data.
• Must be able to type a minimum of 45 wpm.
• Must have excellent phone and customer service skills
• Must be very organized, be detail oriented, solve problems and multitask

Nice To Haves

• Experience with revenue cycle is helpful and preferred

Responsibilities

• Interface with patients primarily via inbound and outbound calls to assist them with inquiries.
• Receive and/or collect payments.
• Resolve patient issues through one-call interaction or by escalation and follow-up.
• Take inbound calls from patients and make outbound calls to patients.
• Provide one-call resolution to patient inquiries whenever possible and perform timely follow-up on inquiries requiring escalation or additional research.
• Follow up on all patient voicemails within 24 hours.
• Provide patient education regarding how to understand their Explanation of Benefits (EOB).
• Take payments from patients.
• Provide requested documentation and records.
• Consistently achieve defined metrics.
• Read and understand contracts with Insurance companies.
• Review and determine if an adjustment is required on an account.
• Review and determine if a refund is required on an account.
• Verify insurance.
• Provide patient estimates.
• Verify and update demographic information.
• Research and locate missing payments.
• Review clinical information to determine if a coding review is required.

Benefits

• medical coverage
• dental coverage
• vision coverage
• 401k plan with company match
• paid time off
• life insurance
• disability insurance

What This Job Offers

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