Patient Inquiry Specialist – Medical Billing

Biodesix•Louisville, KY

27d•Hybrid

About The Position

The Patient Inquiry Specialist is a billing system and billing process expert with a competent overview of the Biodesix tests, organization and billing policies / aligned processes. This team member serves as the initial point of contact within Biodesix for most stakeholders desiring additional information about their Biodesix tests, billing and financial aid programs and processes and is comfortable guiding stakeholders through expectation setting for their claims experience with Biodesix, from Test Order through billing. The Patient Support Specialist will be able to navigate all applicable Biodesix computer and phone / CRM systems and processes to provide timely and accurate responses to predominantly patient questions.

Requirements

Superior understanding of the Biodesix medical billing process, billing systems and US medical insurance, including how to access, interpret and review eligibility, Benefits, EOBs and claims status detail
Working understanding of Microsoft Excel and associated MS Office programs
Calm and compassionate phone demeanor, able to diffuse situations and escalate appropriately
Detail oriented
Attention and adherence to good documentation practices (GDP) in all aspects of the role
Ability to multi-task and balance competing demands in a hectic environment and call volume time periods
Acts with urgency to meet department SLAs and delivers excellent customer experience
2-5 years operational experience in medical billing and systems
2-5 years phone based customer service experience, preferred

Nice To Haves

Experience with Quadax billing software and/or Sales Force software, a plus

Responsibilities

Answer incoming stakeholder phone calls, e-mails and other customer contacts within Biodesix.
Diligently pursue accurate and timely first touch resolution to patient enquiries on billing. This can include collaborative review with Billing Specialists as subject matter experts.
Diligently and accurately answer non-clinical stakeholder questions on Biodesix testing.
Delegate incoming calls that require escalation to an appropriate team member, or team following QMS policies and procedures, where applicable
Timely and accurately communicate and execute on the Biodesix Financial Assistance program process
Work with those patients that are selected for FPP audit to collect the appropriate data, provide to audit reviewer and communicate results of audit to patient.
Work with patient interaction team to resolve patient interactions and escalated complaints, as applicable to the billing process
Refer actionable claims requests to the appropriate Billing team members on behalf of the customer.
Review and generate patient statements.
Guide payment processes and support payment acceptance directly.

Benefits

Compensation rate of $23.03 per hour
Discretionary Bonus opportunity
Comprehensive health coverage: Medical, Dental, and Vision Insurance: Short/Long Term Disability and Life Insurance
Financial benefits: 401(k), Flex Spending Account
120 hours of annual vacation
72 hours of paid sick time off
11 paid holidays + 3 floating holidays
Employee Assistance Program
Voluntary Benefits
Employee recognition program