Sr Associate, Customer Service & Patient Collections (Shared Services)

Children's Hospital Boston•Westwood, MA

39d•Hybrid

About The Position

We're looking for a motivated customer service professional to join the Shared Services Center team. In this role, you will receive and respond to guarantor and patient inquiries to resolve open guarantor accounts, utilizing multiple electronic billing and medical retrieval systems as well as your knowledge of medical billing to resolve inquiries. This is a hybrid position based in our Westwood office, and will require an onsite presence 1-2 days per week after training.

Requirements

High school diploma/GED required.
2 years of relevant experience required; previous customer service and/or call center experience preferred.

Responsibilities

Responds to patient/guarantor concerns spanning a wide range of issues, including payer denials, coding accuracy and appropriateness, secondary billing, coordination of benefits, verification of copayments/coinsurance/deductibles and verification and updates to demographic and fiscal registrations in order to verify the patient's responsibility for all outstanding balances.
Informs patients of all assistance available to them when making payment arrangements or processing payments.
Researches all inquiries to resolution using various sources, including contacting insurance companies and other outside contacts. Communicates response to patients on findings accurately and in a timely manner.
Follows established regulations and procedures in collection, recording, storage and handling of information. Ensures required documentation of issues is complete, accurate, timely and legible. Protects and preserves confidentiality and integrity of all information according to BCH HIPAA confidentiality policy.
Escalates and recurring billing trends and/or issues encountered through guarantor/patient contact and when possible, assists in developing solutions to said problems.