Description

Position Summary

Primary responsibility is managing real-time call traffic to help ensure that service levels are met by responding to patients and patient representatives for any and all billing inquiries. Responsible for obtaining information to conduct Registration of patients, enters patient’s demographics and health insurance information into the system, and verifies patient’s insurance eligibility. Answers multiple patient calls and provides exceptional customer service.

Requirements

Essential Duties and Responsibilities

• Professionally and effectively manage real-time inbound call traffic from patients or their representatives regarding patients bills, balance, payment plans, patient pricing, rebilling insurance companies and/or general customer concerns.
• Secures and maintains confidentiality and updates patient accounts using information given, regarding insurance information and/or demographics.
• Thoroughly and accurately completes projects precisely with strong attention to detail and successfully and professionally collects needed credit card payments.
• Obtains new patient demographics and insurance information directly from the patient or patient representative.
• Accurately and efficiently registers all new patients into Allscripts PM.
• Verifies eligibility and benefits on established patients with denied eligibility to reduce eligibility denials.
• Retrieve Scheduling Reports in order to perform all the above established duties.
• Other duties as assigned

Supervisory Requirements

This position has no supervisory requirements.

Educational & Experience Qualifications

• Required: High school diploma or general education degree; or equivalent combination of education and experience.
• At least 3 years’ experience to successfully perform this job.

Additional Qualifications

To perform this job successfully, an individual should have the following general knowledge:

• Great understanding and excellent knowledge of all billing processes.
• Honest, ethical and compassionate behavior, takes responsibility for own actions and be forthright about errors or uncertainty, display flexibility, function effectively under stress, adapt to changing environment, and function as an active cooperative member of the revenue cycle team.
• Knowledgeable in current computer applications including new computer software and computer systems
• Proficient in ten-key, Microsoft Office programs including, but not limited to Outlook, Word and Excel.
• Excellent in verbal skills when handling situations where information is being relayed to customers, clients or employees. Proficient in written communication and mathematical skills with accuracy and attentiveness.
• Ensuring decisions are made based on policies, rules and organizational directives and solves emerging problems in a timely manner.

Qualifications

To perform this job successfully, an individual must be able to adequately perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge Requirements

To perform the job successfully an individual should demonstrate the following competencies:

• Communication: Using language as a flexible tool to share and collect information, exchanging ideas and openly exploring a variety of perspectives adjusting style and content to each unique individual, audience and circumstance.
• Computer Use: Using computers and other forms of technology
• Conflict Resolution: Facilitating the prevention and/or resolution of conflict while preserving working relationships.
• Creative Thinking: Discovering new opportunities and solutions for problems by looking beyond current practices and using innovative thinking.
• Decision Making/Decisiveness: Making and taking responsibility for, and demonstrating commitment to appropriate decisions in a timely manner. Ensuring that decisions are made based on policies, rules and organizational directives and solving the emerging problems.
• Document Use: Finding, understanding or entering information (e.g. text, symbols, and numbers) in various types of documents, such as tables or forms.
• Engagement: Mobilizing people, organizations and partners in developing goals, executing plans and delivering results. Laying the groundwork for success by building coalitions with key players and building momentum by communicating clearly and consistently. Using negotiation skills and adaptability to encourage recognition of joint concerns, collaboration and to influence the success of outcomes.
• Innovation/Initiative: Using information from a variety of sources, identifying immediate action needed to address current issues, seizing the opportunity to enhance performance and advance horizontal/vertical goals. Attending to imminent issues while maintaining an awareness of emerging opportunities.
• Interpersonal Relations: Establishing and maintaining harmonious professional relations by demonstrating respect for and sensitivity to others.
• Learning Support/Continuous Learning: Creating a learning environment by promoting training and professional development.
• Numeracy: Using numbers and thinking in quantitative terms to complete tasks.
• Organizational Knowledge: Understanding the role of the department and job functions within the organization.
• Problem Solving: Ensuring that decisions are made based on policies, rules and organizational directives and solving the emerging problems.
• Relationship/Network Building: Building and maintaining effective and constructive working relationships, partnerships or networks of contacts with people who are, or might someday be, instrumental in achieving work-related goals.
• Self Confidence/Self Esteem: Believing in one's own capability to select an effective approach to accomplish a task or activity in increasingly challenging circumstances.
• Teamwork/Cooperation: Readily sharing information, knowledge and personal strengths. Seeking to understand and building on differing perspectives of others to enhance team efficiency and quality outcomes.
• Values and Ethics: Serving the Company with integrity and respect in personal and organizational practices. Includes respecting democratic, professional, ethical and people values. Building respectful, bilingual, diverse and inclusive workplaces. Ensuring decisions and transactions are transparent and fair. Holding themselves, their employee and their department accountable for their actions.

Communication Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

Reasoning Skills & Abilities

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties of this job, the employee is frequently required to sit, stand, walk, lift up to 10 pounds, and use his or her hands to complete various tasks. The use of finger dexterity such as typing is required. Must be capable to talk and listen to hear and carry conversations with others, whether it is phone related or in person.

Work Environment

This position has no harmful environmental conditions or any exposure to harmful products. The noise level in the work environment is usually moderate as found in an office environment. The contributors of the noise level are mainly copiers, computer equipment, and phones which are presented in the office throughout the job duties.

Comments

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.