Patient Service Resolution Representative

US Acute Care Solutions•Virtual OH, OH

4d•$15 - $27•Remote

About The Position

The Patient Services Resolution Representative serves as a key point of contact for patients with billing concerns at USACS. This role requires clear communication, problem-solving skills, and the ability to manage multiple tasks efficiently. The representative uses their knowledge of billing, insurance, and payment policies to resolve inquiries, collect payments, and provide payment options while maintaining professionalism and confidentiality. Location: Remote

Requirements

Ability to provide the highest quality of Customer Service to patients, hospital staff, co-workers, etc.
Exceptional phone skills and active listening, with a great emphasis on being able to communicate with patients/customers, co-workers, and management.
Ability to adapt communication style to different types of callers, while maintaining professionalism, composure, and empathy
Proficiency with Windows applications, including Excel, Word, and Outlook
Understanding medical insurance terminology; familiarity with ICD-10 and CPT coding is beneficial.
Basic math skills for handling calculations related to payments and balances.
Effective multitasking, prioritization, and time management abilities.
Self-motivated with the capacity to work independently and collaboratively.
Comfortable working in a fast-paced, dynamic environment and open to learning new processes.
Must be able to work in a fast paced, ever-changing environment
Displays an eagerness and capacity to learn when faced with new situations and problems
Willingness to request patient payments and assist in settling account balances.
Receptive to constructive feedback and continuous improvement.
High school diploma or equivalent.

Nice To Haves

Experience in call centers, customer service, medical insurance, or billing is helpful, but not required.

Responsibilities

Handle high volume of inbound calls from patients, patient representatives, attorneys, and insurance companies.
Accurately identify caller’s needs and resolve inquiries in a timely and accurate manner.
Research and document billing issues by following documented standard work policies, procedures and department resources effectively.
Utilize escalation protocols when necessary to address complex accounts.
Communicate USACS billing policies clearly as they relate to patient accounts.
Identify in billing concerns and issues; and take proactive steps to minimize negative impacts to the patient, department, and/or company.
Maintain strict confidentiality and professionalism in compliance with HIPAA and USACS Code of Conduct, House Rules, Missions, and Values.
Performs various duties including but not limited to: research accounts, processing payments/adjustments, and processing incoming correspondence from patients, attorneys, insurance companies, etc.
Adhere to department schedule and department attendance policies to ensure adequate coverage of call center hours