Patient Support Specialist - RCM

OI Infusion Services, LLC•Dallas, TX

9d•$19 - $25•Remote

About The Position

OI-Infusion is looking for a detail-oriented Call Center Specialist with a passion for patient care to manage the dedicated customer service line. The Call Center Specialist will provide support to the Patient Support team and provide account follow-up, play an important role in customer satisfaction, and be able to assist our patients with a level of empathy, thoughtfulness, and knowledge. This professional will play a pivotal role in providing support to both patients and healthcare providers while adhering to healthcare regulations.

Requirements

High School Graduate.
2+ years of healthcare customer service experience
Familiarity with processes related to medical billing, patient balances, ability to read and understand an EOB, basic medical terminology, and claim adjustments.
A strong patient/customer focus
Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches.
Positive attitude: tolerance to deal effectively with difficult and stressful situations
Strong orientation to customer service, effective verbal/written communication skills, and overall interpersonal skills.
Ability to work independently as well as collaboratively with a group.
Adapts to change: Embraces changes by keeping an open mind to changing plans and processes.
Excellent oral, written and listening communication skills; requires excellent follow-up and follow-through skills.
Strong attention to detail, well organized and critical thinking.
Ability to navigate multiple systems to research and resolve issues.
Works proficiently with Microsoft applications.

Responsibilities

Responsible for owning, handling, and resolving complex issues.
Oversees flow of inbound customer calls from patients and health professionals.
Follows up with patients on outstanding balances and process payments, if applicable.
Effectively manage escalations within the department by ensuring appropriate accountability, sense of urgency, communication, and follow-through to closure.
Manages multiple channels of communication (Phone, Teams, E-mail) within a timely manner.
Provides accurate documentation of calls.
Provide exemplary customer service to patients, co-workers, healthcare providers, and business partners.
Respond professionally, promptly, and courteously to inbound calls and e-mails that require coordination with patients and healthcare professionals.
Foster relations, cooperation, communication and collaboration with patients, internal departments, and business partners.
Achieve and exceed the performance metrics and goals set for the department, while adhering to quality assurance standards.