JOB SUMMARY: The primary purpose of this position is to provide exceptional customer service by responding to internal and external patient inquires specific to a bill for medical services, processing payments, and information to patients. The position is remote and in-house on a rotation.  Training is completed remotely and in person.

1. Answer incoming calls and assist patients with account balance questions.
2. Articulate EOB’s, CPT and Diagnosis codes to patients.
3. Communicate the clinic’s payment policy to patients.
4. Collect incoming patient payments and process refunds.
5. Manage, post and communicate incoming payments to collection agencies.
6. Complete assigned tasks and special projects in a timely manner.
7. Assist with the clinic’s release of records process and abide by HIPAA guidelines.
8. Document and refer patient feedback and/or complaints to the assigned staff member.
9. Demonstrate exquisite customer service skills over the phone.
10. Assist and support department with various clerical duties.

1.  Maintain confidentiality by being HIPAA complaint.

   2. Maintain a positive and respectful attitude while supporting the clinic’s vision.

   3. Work effectively under pressure in a fast-paced environment.

   4. Remain flexible and adapt to changes in work priorities and procedures.

   5. Work independently using good judgement and prioritization skills.  

   4. Attend relevant training sessions and departmental meetings.

   5. Abide by clinic protocols, ergonomic recommendations and OSHA standards.

   6. Perform other duties and responsibilities as required or assigned.

1. Is subject to interruptions, imposed deadlines and frequent problem-solving activities.

2. May be subject to hostile and emotionally upset patients, staff, and personnel from other agencies.

3. Standard office environment.

1. Abide by ergonomic recommendations of the position.

2. Must possess sight/hearing senses or use prosthetic devices that will enable these senses to function adequately.

3. Sit for several hours.

4. Subject to lifting and carrying supplies averaging 25 pounds (i.e. cartons of paper, medical supplies, office supplies, etc.).

5. Repetitive motions involving use of phone and keyboard.

EDUCATION:

• Minimum: High School Diploma or equivalent.
• Desired: Post secondary education.

EXPERIENCE:

• Minimum: 1-2 years in customer service and payment processing.
• Desired: 2-4 years revenue cycle in a healthcare setting.

KNOWLEDGE:

1. Ability to work independently with minimal instruction in a team environment.
2. Knowledge of CMS billing guidelines and professional clinic billing guidelines.
3. Ability to communicate clinic policies with patients, coworkers and providers.
4. Knowledge of PC, Windows and Microsoft Office with an emphasis using Excel.
5. Knowledge of medical terminology and healthcare insurance.
6. Good grammar, spelling and communication skills.
7. Ability to multi-task.