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Patient Care Support Specialist
2 months ago
Overview:
At Hackensack Meridian Health, our team members are the cornerstone of our mission to enhance the health and well-being of our patients.
We foster a culture of connection and collaboration, ensuring that our employees are valued as integral team members. Competitive benefits are just the beginning; we prioritize mutual support and community engagement.
As a Patient Care Support Specialist, you will work under the guidance of the Customer Service Supervisor, addressing all customer service inquiries within the Hackensack Meridian Health (HMH) network.
Your role will involve resolving issues through telephone communication, written correspondence, and direct patient interactions, all aimed at supporting the objectives of the Patient Accounting Department.
Responsibilities:
A typical day for a Patient Care Support Specialist at Hackensack Meridian Health includes:
- Managing a minimum of 250 incoming calls weekly through our Automated Call Distribution (ACD) system for self-pay accounts.
- Providing timely resolutions to patient inquiries and resolving issues with minimal supervision by researching answers, exploring alternatives, and escalating unresolved matters.
- Reviewing insurer payments against explanations of benefits to determine patient responsibilities and ensuring accuracy through managed care contracts.
- Offering financing solutions, including the development and implementation of payment plans for patients.
- Identifying the specific needs of the patient population and tailoring care delivery accordingly (considering factors such as age, culture, and language).
This involves effective communication with patients, parents, and caregivers at their level of understanding to ensure clarity.
- Collaborating closely with the Department of Consumer Affairs to enhance patient satisfaction.- Investigating billing issues in coordination with relevant internal and external departments to ensure accuracy.
- Assisting with state reporting requirements to correct claims and update necessary systems.
- Managing and adjusting bankruptcy cases and referring to appropriate agencies as needed.
- Processing payments through a secure credit card system.
- Implementing the correct activity/CDM codes for any medical record requests or coding changes received from insurance companies, legal representatives, or audit firms.
- Issuing itemized bills and documentation to patients and insurance providers as required.
- Timely processing of return mail by reaching out to patients, physician offices, and employers to secure and update accurate information.
- Conducting outbound calls to follow up with insurance companies, medical offices, and patients to resolve billing issues.
- Reviewing and facilitating all patient and insurance correspondence until resolution.
- Meeting departmental productivity and cash collection standards.
- Ensuring compliance with HIPAA regulations in all interactions.
- Adhering to all established policies and procedures within the revenue cycle.
- Working to reduce self-pay accounts receivable to meet departmental goals.
- Ensuring timely completion of assigned work queues.
- Collaborating and communicating effectively to create a positive patient experience.
- Meeting specific performance metrics related to productivity and quality assurance.
- Following established workflows, scripts, and departmental call flows.
- Demonstrating essential customer care skills such as empathy, active listening, courtesy, and professionalism when interacting with patients, staff, physicians, and leadership.
- Complying with HMH organizational competencies and standards of behavior.
Qualifications:
Education, Knowledge, Skills and
Abilities Required:
- High School diploma or equivalent.
- At least 1 year of experience in a customer service role.
- Exceptional customer care skills, including active listening, compassion, and strong written and verbal communication abilities.
- A genuine customer-first attitude and a commitment to delivering a positive patient experience with every interaction.
- Keen attention to detail.
- Strong work ethic and adherence to scheduled shifts.
Abilities Preferred:
- Associate's degree or two years of college from an accredited institution.
- In-depth knowledge of the revenue cycle, including third-party follow-up, reconciliation, and billing processes.
- Experience analyzing accounts in a healthcare setting.
- Familiarity with medical terminology, hospital systems, and insurance processes.
- Proficiency in Microsoft Office and/or Google Suite platforms.
- Bilingual in English and Spanish is a plus.
- Previous experience in hospital finance/billing, call center environments, or collections is advantageous.
- Familiarity with EPIC systems is beneficial.
Licenses and Certifications Required:
- Successful completion of EPIC assessment within 30 days of network access being granted.
If you believe that your skills and experience align with the requirements outlined above, we encourage you to consider this opportunity.
