Patient Solutions Specialist

Company Description

Millennia specializes in simplifying patient payments through proprietary digital technology, ensuring a seamless and positive patient experience. With a strong focus on every aspect of the patient revenue cycle, Millennia is a trusted provider of solutions that enhance revenue for healthcare providers. Serving over 1,800 facilities across 43 states, including medical practices, groups, ambulatory facilities, and hospitals, Millennia is dedicated to transforming patient payment processes and driving operational excellence.

Role Description

The Patient Solutions Specialist serves as a dual-function role responsible for handling inbound and outbound patient calls in a high-volume call center environment while also working within client systems to research, resolve, and communicate patient account inquiries. This role acts as a liaison between patients, internal teams, and clients by combining real-time patient interaction with backend research and resolution support.

Essential Duties and Responsibilities:

• Receive and place phone calls in a high-volume call center environment, utilizing strong customer service abilities
• Compassionately handle patient questions and concerns while providing accurate and timely resolutions
• Analyze account status, de-escalate upset patients, and resolve concerns effectively
• Answer patient questions regarding billing statements, payment options, insurance, and patient responsibility
• Process payments and assist patients with payment plans when applicable
• Obtain and update patient account information as needed
• Work in multiple client Practice Management Systems (PMS) and Healthcare Information Systems (HIS) such as Centricity, Cerner, Allscripts, NextGen, Epic, etc.
• Process insurance rebilling, coverage detection, and updates within client systems
• Review provider systems and insurance explanation of benefits (EOBs) to determine patient responsibility
• Read, interpret, and communicate findings from client systems and insurance documentation to patients in a professional and courteous manner
• Communicate directly with clients through internal systems and queues to resolve patient inquiries
• Analyze and identify trends in patient inquiries and communicate insights to leadership

Qualifications

• Must be punctual and present for scheduled shifts
• Ability to work in a professional and efficient manner in a high-volume, fast-paced environment
• High level of organizational and prioritization skills
• Ability to manage high volume and high stress situations
• Strong understanding of general medical billing terminology and processes
• Excellent written and verbal communication skills
• Empathetic listening skills to effectively interact with patients
• Exceptional interpersonal and multi-tasking abilities
• Ability to work autonomously without the need for constant supervision
• Ability to adapt, improvise, and problem-solve in real time
• Strong analytical and critical thinking skills
• Proficiency in Microsoft Office applications and multiple system navigation
• Ability to manage multiple applications, screens, and workflows simultaneously
• Ability to type 40 WPM
• Understanding and ability to communicate basic medical terminology
• Demonstration of and commitment to Millennia’s core values