Customer Service Specialist

3 weeks ago

Clearwater, United States Advanced Urology Institute Full time
Job Type

Full-time

Description

GENERAL SUMMARY

The Customer Service Specialist is responsible for communicating with patients regarding billing inquiries, concerns, and discrepancies. This includes ensuring accuracy and efficiency of patient financial operations and providing financial, administrative, and clerical services. The Customer Service Specialist will secure patient revenue by processing and monitoring all incoming patient payments, verifying patient receipts, and resolving any discrepancies in compliance with financial policies and procedures.

Requirements

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities Include But Are Not Limited To

  • Facilitates overdue patient balances and resolves bad-debt accounts by following bad-debt controls checklist, examining patient accounts, payment history, phone calls attempted and coordinating contact with collection agency.
  • Reviews account information to identify trends, preventable root cause issues, and communicates these to Supervisor.
  • Processes all returned mail by contacting patient and ensuring correct address is on file.
  • Provides financial advocacy for patients by having working knowledge of budget and payment program policies and charity care policies.
  • Prepares accounts for collection agency by making them valid or authorized adjustments, scanning, and sending accounts to vendor.
  • Works patient AR (Accounts Receivable) daily to keep up with management productivity standards.
  • Submits all patient refunds to Credit Balance and Refunds Specialist to balance patient accounts.
  • Prepares daily bank deposits.
  • Assists front desk/call center staff with delinquent accounts.
  • Communicates with Financial Counselor Specialist, Payment Posting Specialist, Claim Resolution Specialist, and Business Office staff when necessary to resolve errors and clarify issues.
  • Stays accountable to quality and productivity standards, and monitoring compliance with policies and procedures.
  • Identifies process opportunity trends, preventable root cause issues, and recommend ways to improve efficiencies.
  • Participates in special projects, personal development training, and cross training as instructed.
  • Informs Supervisor of trends, inconsistencies, discrepancies for immediate resolution.
  • Works in conjunction with peers and functional areas of the Business Office department for the betterment of completing tasks and the company overall.
  • Ensures adherence to third party and governmental regulations relating to coding, billing, documentation, compliance, and reimbursement.
  • Performs other position related duties as assigned.
  • Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

  • N/A

KNOWLEDGE | SKILLS | ABILITIES

  • Demonstrates understanding of business and how actions contribute to company performance.
  • Demonstrates excellent customer service skills.
  • Knowledge of medical terminology, healthcare coding systems, and clinics functions.
  • Utilizes Practice Management (PM) system and all other software systems in accordance with Business Office and/or management protocols.
  • Ability to follow policies and procedures for compliance, medical billing, and coding.
  • Ability to type and enter data with proficiency and accuracy.
  • Proven ability to manage multiple projects at a time while paying strict attention to detail.
  • Excellent verbal and written communication skills.
  • Excellent organizational skills and attention to detail.
  • Customer-oriented with ability to remain calm in difficult situations.
  • Delivers exceptional patient service throughout all interactions.
  • Strong analytical and problem-solving skills.
  • Skill in using computer programs and applications including Microsoft Office.
  • Ability to work independently and manage deadlines.
  • Complies with all health and safety policies of the organization.
  • Complies with HIPAA regulations for patient confidentiality.

EDUCATION REQUIREMENTS

  • High School Diploma or equivalent required.

EXPERIENCE REQUIREMENTS

  • Minimum 2 years experience within a physician's office or medical environment.
  • Experience in Urology physician practice environment preferred.

Required Travel

  • N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%

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