We are currently seeking a driven, highly motivated individual to join ourPatient Advocate team in our Bradenton office. This position is responsible for working collections and utilizing a multi-line phone system to answer patient questions, route calls to appropriate department and complete other clerical tasks as assigned.
A. High school graduate or GED equivalent with a focus in a general business curriculum.
B. Minimum 1-2years experience in healthcare related field of Customer Service and/or Call Center
C. Excellent and effective verbal and written communication skills.
D. Ability to prioritize activities and work independently.
E. Basic knowledge of medical computerized billing systems.
F. Basic computer skills, including MS Office'Outlook, Word, Excel
G. Customer service-oriented attitude/behavior as well as a pleasant and poised demeanor and
excellent phone etiquette.
H. Ability to meet deadlines and have strong organizational and time management skills.
I. Ability to work with difficult situations and individuals.
J. Understands medical billing processes and ability to apply to different practice specialties
II. BASIC FUNCTIONS:
A. Responsible for contacting patients to collect missed and outstanding payments.
B. Responsible for working practice follow-up queues and processing patient refunds
C. Acts as backup for PAD Department queue and completes other clerical tasks as assigned.
III. ESSENTIAL POSITION RESPONSIBILITIES:
A. Makes outbound calls to patients to collect outstanding balances on account
B. Investigates historical data for bad debt, overpayments and refunds, completes account review
C. Works follow-up queues for each practice as needed
D. Resolves customer billing issues
E. Processes patient payments and refunds appropriately
F. Prepares reports on collection activities as needed
G. Answers inbound phone calls while providing excellent customer service
H. Identifies customer/client concerns and escalates in a prudent manner
I. Maintains call log, documents all phone interactions with patients in the log and patient record.
J. Refers to PAD Quick Reference Guide as needed for up to date client and insurance status
K. Follows HIPAA guidelines, Maintains HIPAA certification
L. Demonstrates excellent time management and organizational skills; communicates appropriately via email, phone and instant messaging
M. Employee must comply with our organization's policies and procedures, adhere to our Code of Conduct, complete required compliance training modules, and report any observations of non-compliance.
N. Performs other duties as assigned.