Patient Pay Specialist

IRB Medical Equipment LLC•Grand Blanc, MI

About The Position

Coordinates patient-pay activities associated with services provided to company customers. The role provides customer service, collects past-due revenue, resolves accounts and billing disputes, reviews financial hardship applications, and supports companywide inquiries about patient balances. It also maintains working knowledge of payer coverage and company procedures and reports relevant account-receivable updates to management.

Requirements

High school diploma or GED.
At least 3 years in a medical-related field, or training or an equivalent combination of education and experience.
Professional, proactive, and positive approach with internal and external customers and coworkers.
Vast knowledge of home medical equipment and insurance regulations.
Experience consolidating paperwork.
Excellent communication skills, strong problem-solving abilities, and sound judgment.
Ability to take ownership of assisting with, researching, and resolving customer issues.
Ability to take quick notes and access and navigate multiple systems while actively listening to customers.
Ability to listen carefully in difficult circumstances and provide accurate responses.
Good computer and keyboard skills, with a high level of comfort using computers and systems.
English verbal and written language skills.
Ability to add, subtract, multiply, and divide in all units of measure using a calculator.
Ability to apply common-sense understanding to carry out written, oral, or diagrammed instructions and deal with problems involving several concrete variables in standardized situations.

Nice To Haves

HDMS experience preferred.

Responsibilities

Provide respectful, courteous service on every call to build sustainable customer relationships.
Collect unpaid or past-due revenue while maintaining high call-quality standards and helping customers return to good standing.
Resolve accounts by contacting customers and negotiating payment arrangements according to policy through inbound and outbound calls.
Research, analyze, and settle customer billing disputes by taking initiative and providing solutions.
Review financial hardship applications for completeness and approval.
Respond to companywide inquiries about patient balances, including technical support inquiries by incoming call, chat, or email.
Troubleshoot patient-pay accounts-receivable problems and provide backup troubleshooting for the complete system.
Follow company policy regarding deceased customers and their accounts, including communicating with frontline staff to arrange equipment pickup when applicable.
Maintain current knowledge of Medicare, Medicaid, and third-party payer sources for equipment coverage, and maintain current manuals and materials covering insurance regulations, company procedures, office memos, and correspondence.
Report updates on vital information to the Billing Director and keep management informed of changes affecting accounts receivable.
Perform other duties as requested by management.