What are the responsibilities and job description for the Bilingual Patient Account Resolution Specialist position at Ovation Healthcare?
Duties and Responsibilities:
- Efficiently handle 75 inbound and outbound calls daily, ensuring effective resolution of patient inquiries.
- Conduct daily collections on patient account balances, consistently meeting or exceeding monthly collection goals.
- Review patient accounts for billing accuracy, initiating necessary actions to rebill or resolve discrepancies.
- Access and update internal and external software to retrieve, input, or modify account information to address patient questions and clarify charges.
- Consistently achieve specified key performance indicators (KPIs) related to call volume, collections, and account resolution.
- Proactively follow up with patients as needed, providing clear information and assistance in resolving account balances.
- Maintain detailed, accurate records of all patient interactions, including relevant call information and account status.
- Focus on providing high-quality customer service with each call, ensuring patient satisfaction and effective issue resolution.
- Practice active listening techniques to fully understand patient concerns, aiming for first-call resolution whenever possible.
- Maintain a professional and courteous demeanor when interacting with patients, management, and team members.
- Perform other duties as assigned, contributing to the overall success of the department and organization.
Knowledge, Skills, and Abilities:
Knowledge
- Proficient in applying customer service best practices to ensure a positive and efficient experience for every patient.
- Skilled in accurately calculating discounts and applying them according to company policies and procedures.
- Capable of efficiently using 10-key touch typing for quick and accurate data entry.
- Strong understanding of client-specific requirements and guidelines to ensure compliance and service excellence.
- In-depth knowledge of the billing and recovery cycle, from claim submission to resolution and collections.
- Familiar with legal rules and regulations related to billing, collections, and HIPAA to maintain compliance in all activities.
- Working knowledge of Windows-based systems and Microsoft Office products, including Excel, Word, and Outlook, to manage tasks and documentation effectively.
Skills
- Interpersonal, written, and verbal communication.
- Negotiating and closing skills.
- Typing speed and accuracy – Must be able to type a minimum of 35 words per minute.
- Customer Service – Providing professional and empathetic support to callers.
- Professionalism – acting in a professional capacity with regards to actions and words.
- Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Time Management — Effectively managing one’s own time to maximize productivity.
- Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
Abilities
- Multi-Tasking—Ability to rapidly switch between tasks, programs, menus, and screens.
- Ability to talk and type at the same time.
- Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
- English and Spanish Comprehension – The ability to fluently communicate in and understand English and Spanish.
- Written Comprehension — The ability to read and understand information and ideas presented in writing.
- Written Expression — The ability to communicate information and ideas in writing so others will understand.
- Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
- Speech Recognition — The ability to identify and understand the speech of another person.
- Speech Clarity — The ability to speak clearly so others can understand oral communication.