RCM/Patient Services Specialist

Eye Care Partners Career Opportunities•Grand Rapids, MI

15h•Hybrid

About The Position

The Patient Services Representative is responsible for managing patient-facing aspects of the revenue cycle, including but not limited to patient aging account follow-up on outstanding balances, patient statement cycle monitoring, credit balance reconciliation, and refund initiation. This position serves as the primary liaison for patient billing inquiries and escalations, ensuring timely resolution and accurate account activity while supporting multiple practices across the enterprise as required.

Requirements

High School Diploma or GED
Minimum: 1+ years of experience in medical billing, patient collections, or related healthcare revenue cycle functions.
Ability to type and enter data with proficiency and accuracy.
Knowledge of medical billing procedures, insurance processes, and patient collections.
Understanding of credit balance and refund protocols.
Strong communication, negotiation, and problem-solving skills.
Ability to provide patient-centered customer service with professionalism and empathy.
Professional in appearance and actions
Detail-oriented, organized, and able to manage multiple priorities.
Meets attendance and tardiness expectations
Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
Interpersonal skills to support customer service, functional, and teammate support need
Able to communicate effectively in English, both verbally and in writing
Intermediate computer operation
Proficiency with Microsoft Excel, Word, PowerPoint and Outlook
Specialty knowledge of systems relating to job function
Familiarity with Practice Management systems (e.g., NextGen, Waystar).
Knowledge of state and federal regulations for this position; general understanding of HIPAA and healthcare regulations

Nice To Haves

Experience in Optometry/Ophthalmology practice environment preferred.

Responsibilities

Monitor patient accounts aging reports to identify and follow up on overdue balances.
Answer patient phone calls and inquiries regarding billing statements, balances, and payment options.
Establish, document, and maintain payment plans and outside financing options when appropriate.
Ensure timely posting and reconciliation of patient payments, copays, deductibles, and credits in partnership with practice payment posting specialists.
Review statement cycles to ensure timely and accurate patient billing.
Work through and resolve any patient-related escalations as related to offshore vendors, to include but not limited to Collectly and Promptly, in a timely manner
Identify and investigate credit balances, separating true credits from false credits, and process refunds in compliance with company policy.
Collaborate with Accounts Payable on refund processing and documentation.
Prepare and distribute aging and balance logs to appropriate stakeholders as requested.
Maintain a detailed audit trail of all account activity in the Practice Management (PM) system.
Escalate unresolved or disputed patient balances to management as appropriate.
Identify trends in errors, false credits, or billing issues and communicate with appropriate leadership for process improvement.
Evaluate past-due accounts to determine next steps that may result in transferring to an external collection agency.
Adhere to ECP confidentiality and HIPAA guidelines at all times.
Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Performs other duties that may be necessary or in the best interest of the organization.