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Patient Services Representative
2 months ago
Position Title: Customer Service - Patient Financial Services
Job Category: Patient Services
Overview:
The Customer Service Specialist is responsible for providing outstanding support and documentation while interacting with patients, their families, clinic staff, or external vendors.
Key Responsibilities:
- Deliver comprehensive patient information during calls, including appointment details, directions, check-in times, referral specifics, and copayment requirements.
- Handle inbound inquiries related to billing statements, service concerns, and unresolved billing claims, ensuring all communications are accurately documented.
- Maintain professional communication with patients, clinic staff, and external vendors through phone, email, or written correspondence, addressing all inquiries promptly.
- Stay informed about healthcare plan requirements and network specifications.
- Verify and document insurance details as per established business protocols.
Additional Duties:
- Review and analyze Explanation of Benefits (EOB), investigating denials, rejections, or significant reductions.
- Utilize appropriate forms for adjustments, insurance transfers, or specific account modifications.
- Conduct follow-up calls to patients or insurance providers regarding unpaid, denied, or rejected claims, ensuring proper documentation.
- Manage inbound calls through the Centralized Scheduling line as assigned.
- Perform any other responsibilities as directed.
Qualifications:
High School diploma or equivalent required. Previous customer service experience is essential, with a preference for those with knowledge in accounts receivable or healthcare billing practices.
Essential Skills:
- Adhere to company policies, procedures, and ethical guidelines.
- Complete required training and comply with relevant laws and regulations (e.g., HIPAA, Stark, OSHA).
- Exhibit reliable attendance and the ability to work in various settings during business hours.
- Demonstrate effective communication and interaction in a professional manner.
- Prioritize tasks while adapting to the dynamic needs of daily operations.
- Utilize logical reasoning to identify problems, establish facts, and draw valid conclusions.
- Operate equipment effectively and manage phone systems independently.
Work Environment:
This role is situated in an office setting, within a high-volume call center environment.
Company Overview:
Crosstown Surgery Center is dedicated to providing exceptional patient care through collaboration with various healthcare groups. We are an Equal Opportunity/Affirmative Action Employer and are committed to reasonable accommodations in compliance with the Americans with Disabilities Act.
