Patient Services Resolution Representative

US Acute Care Solutions

21d•$15 - $27•Remote

About The Position

The Patient Services Resolution Representative handles incoming and outgoing calls, email and other means; resolve billing issues by answering questions, updating information, processing correspondence, resolving billing issues and following-up with other departments to correct or adjust billing errors, updating demographic and medical coverage information. Location: This is a remote position but the candidate must reside near Canton, OH

Requirements

Strong phone contact handling skills and active listening, with a great emphasis on being able to communicate with patients/customers, co-workers, and management
Customer orientation and ability to adapt/respond to different types of characters, while maintaining professionalism, composure, and empathy
Knowledge of and skill in using personal computers in a Windows environment; Excel, Word, and Outlook
Knowledge of medical insurance and its terminology
General knowledge of basic ICD-10 and CPT coding is helpful
Excellent communication and presentation skills
Ability to perform basic mathematical calculations such as adding, subtracting, multiplying, and dividing
Ability to multi-task, prioritize, and manage time effectively
Ability to take the initiative and work independently and within a team; support will be available
Ability to recognize trends and pay close attention to detail – problem solving and problem analysis
The call center environment can be stressful, it is important to have the ability to be relaxed and easy going in the face of adversity
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
Ability to accept constructive feedback and resilient
Ability to take the initiative and work independently and within a team; support will be available
Ability to recognize trends and pay close attention to detail – problem solving and problem analysis
At least 1-2 years Customer Service experience, preferably in a healthcare setting.
High school diploma or equivalent.

Nice To Haves

Call Center, customer service, medical insurance or billing experience is helpful

Responsibilities

Provide excellent Customer Service to our patients, you are the face of USACS
Manage large amounts of inbound calls from patients, patient representatives, and insurance companies, in a timely manner
Identify the customers’ needs, clarify information, and research every issue.
Resolves patient and customer billing issues, complaints and concerns by correctly answering questions; determining and recommending how outstanding patient accounts should be further processed, all while the customer is on the phone and within time limits.
Help to identify trends and takes action to help prevent negative impact to the patient or USACS
Review accounts in detail to obtain accurate information and follow any applicable policies including, but not limited to standard work, standard operating procedures, and any other potential matrix/resource.
Research/Review Explanation of Benefits that reflect payment or denial of patient medical claims.
Familiarity with negotiated contracts and applicable fee schedules.
Documents and categorizes customer issues for further analysis
Liaison with collections company to ensure proper balances, payments or adjustments are communicated
Evaluate patient financial status and establishes payment plans according to customer needs
Maintains working knowledge of the current state and federal guidelines, and HIPAA regulations stipulated by the government and USACS
Adheres to USACS Code of Conduct, House Rules, Missions and Values
Serves as an essential communication link for the USACS clinicians and billing company
Multi-task in between calls and work patient correspondence with regards to updating insurance information, attorney requests, address corrections, bankruptcies, returned mail, etc.
Adhere to department work schedule and department attendance policy to insure adequate coverage of call center hours