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Healthcare Customer Service Specialist
2 months ago
Overview
The Patient Account Management Representative plays a crucial role in delivering exceptional service to patients contacting our support center. By utilizing your strong communication and interpersonal abilities, you will enhance the patient experience while accurately gathering and documenting necessary information.
Key Competencies
We are looking for individuals who possess the following attributes:
- Empathetic
- Meticulous
- Active listener
- Solution-oriented
- Proactive
- Technologically proficient
Career Advancement
At Change Healthcare, there are numerous pathways for professional growth. Below is an example of potential career progression as a Patient Account Management Representative.
Responsibilities
Patient Account Management Representative Level 2
This role involves communicating with patients and insurance providers to manage accounts receivable effectively. The Patient Account Management Representative Level 2 ensures timely claims payments and reduces the accumulation of bad debt. In this position, you will provide outstanding customer service while efficiently resolving outstanding account balances.
Work Schedule
Flexibility is key, with various schedules available:
- 4x10 schedule: Work four days a week, ten hours each day, until 9 PM.
- Split shift: Work half a shift earlier in the day and half from 5 PM to 9 PM, with a break in between.
- Second shift: Work from noon to 9 PM, Monday through Friday.
Minimum Qualifications
- At least one year of experience in medical revenue cycle management.
- Familiarity with patient information and claims reimbursement processes.
- High school diploma or GED is required.
Essential Duties
- Address patient and insurance inquiries related to specific accounts, identifying and resolving billing discrepancies.
- Communicate effectively with patients and insurance representatives regarding account status and inquiries.
- Adhere to HIPAA, PCI, and company policies and procedures.
- Handle inbound and outbound calls in a fast-paced environment, maintaining high-quality customer service.
- Manage self-pay and insurance receivables to optimize cash flow and meet financial objectives.
- Establish payment plans or arrangements in accordance with established guidelines.
- Document all follow-up activities related to specific accounts accurately.
- Manage escalation calls and de-escalate situations to ensure client satisfaction.
- Complete special projects and assignments as directed.
- Update patient demographics and insurance information as necessary.
- Resolve denials and rejections, identifying billing or collections issues for management review.
- Assist colleagues with client and procedural inquiries.
- Meet productivity and accuracy standards set by management.
Critical Skills
Comprehensive knowledge of healthcare billing and collection practices in an automated environment is essential. Understanding various insurance types and reimbursement methods is crucial.
Additional Skills
- Dependable and professional phone etiquette.
- Ability to multitask in a dynamic environment.
- Strong negotiation and problem-solving capabilities.
- Effective time management and organizational skills.
- Positive attitude and strong interpersonal skills.
- Excellent written and verbal communication skills.
COVID-19 Vaccination Requirements
We are committed to ensuring the health and safety of our team members and communities. As such, we require all employees to disclose their COVID-19 vaccination status prior to employment.
Equal Opportunity Statement
Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.
