Patient Service Representative, Business Office, Downtown Nashville

2 weeks ago

Nashville, Tennessee, United States Heritage Medical Associates Full time
Job Details

Job Location
Plaza II (PLZ) - Nashville, TN

Remote Type
Fully Remote

Position Type
Full Time

Travel Percentage
None

Job Shift
Day

Job Category
Customer Service

Description

Reports to: Assistant Business Office Manager | Patient Accounts Manager

Schedule: Must be set hours for this position Monday - Friday. Must understand month-end requirements (i.e. no time off during month-end, willing to work extra if needed etc.)

Main Location: Plaza II - Downtown Nashville

Employee Type: Willing to consider applicants with a minimum of two years medical customer service experience; prefer candidates with above average typing and 10-key skills as well as proficiency with MS Outlook, Excel, and Word; must have excellent written and verbal communication skills.

SUMMARY: This position serves as the Initial point of contact for patients regarding statement, insurance, payments, and claims issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES: includes the following. Other duties may be assigned.
  • Receives and appropriately/timely addresses calls from patients and offsite offices regarding patients statements/bills and insurance questions
  • Receives and appropriately/timely addresses correspondence (calls, letters, e-mails) from Insurance companies regarding services billed to patients
  • Notifies the appropriate Refund Specialists regarding account overpayments identified
  • Demonstrates a professional and customer friendly manner and tone of voice with all callers
  • Maintains a log of accounts requiring follow-up and status (pending through resolved)
  • Accepts payments on accounts via the phone
  • Identifies, researches, and corrects insurance on patient accounts and submits claims to insurance as needed
  • Follows established Heritage Medical Associates (HMA) protocols and policies
  • Remains current with all insurances accepted by HMA
  • Refers all accounts requiring extensive research to Insurance Analysts
  • Refers all calls regarding Payment Plans or outside collections to Patient Accounts Dept.
  • Prepares billing statements when requested by the patient
  • Runs pre-service estimates
  • Maintains a log of incoming phone calls
  • Remains current on rules/laws/regulations pertaining to the position

    KNOWLEDGE, SKILLS, AND ABILITIES:
  • Ability to work with minimal supervision in a fast-paced team environment requiring 90% of work time spent on the phone
  • Ability to interpret an Explanation of Benefits (EOBs), and statements/bills to patients, and clearly and succinctly explain to the patient the insurance carriers' and the patients' financial responsibility
  • Knowledge of coordination of benefits and ability to explain to patients which insurance is considered primary, secondary, and tertiary for filing purposes
  • Ability to remain customer focused/friendly in dealing with sensitive information and stressful situations.
  • Ability to work effectively and collaboratively with internal and external customers
  • Excellent telephone etiquette
  • Demonstrated proficiency with typing, 10-key, alphanumeric data entry, Microsoft products (Word, Excel, and PowerPoint), file management, database, electronic health/medical records and patient billing and other medical information systems
  • Strong organizational skills with a focus on details
  • Ability to prioritize work responsibilities and complete assignments timely
  • Excellent critical thinking skills
Qualifications

EDUCATION and/or EXPERIENCE:
  • Must possess a High School Diploma or equivalent and 3 years of customer service work experience; prefer one year of direct experience receiving inbound and making outbound patient calls
  • Experience in medical billing systems with a minimum of 2 years third party billing

    PHYSICAL DEMANDS AND WORK ENVIRONMENT:
  • Ability to stand/walk/sit up to eight hours/day; stoop, bend, twist and lift greater than 25 lbs. and push/pull up to 150 lbs.
  • Frequent typing, computer work, and filing required
  • Office environment-limited exposure to communicable diseases
  • No exposure to blood-borne pathogens or contaminated body fluids

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