Customer Service Representative

Position Description: The Customer Service Specialist serves as Professional Physical Therapy's primary contact for all patient billing inquiries. The Customer Service Specialist functions as a liaison between PPT and patients, providers and payers for all billing matters related to account resolution.

Pay: $22.95 - $24.77

Principal Duties and Responsibilities:

• Accepts all payments, makes outbound calls and accepts all inbound calls; ensures all calls are responded to from all parties (patients, clinics, insurance carriers, vendor) within a specific response-to-call timeframe and with the intent to resolve the caller's concern
• Assists patients in understanding billing statements to ensure swift resolution of outsizing balances
• Makes necessary charge corrections to accounts to ensure patient ledger is an accurate reflection of the services provided
• Utilizes all necessary tools and resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence
• Has an in depth understanding of different payer regulations/requirements and communicates effectively with patients regarding their Explanation of Benefits (EOB)
• Easily navigates Raintree and the Raintree ledger
• Ensures all accounts are documented accurately
• Follows scripts that are developed by the RCO management team to facilitate consistent and expedient account resolution
• Reviews all returned mail, contacts patients to verify current address, updates demographic information in Raintree, follows process to send statement to current address
• Responds to all patient calls to customer service regarding benefit questions, reviews Raintree TVBEN, utilizes insurance websites, and follows up with necessary department as needed
• Completes written responses to patients and customers regarding account resolution and complaint recovery
• Assists Customer Service team with patient balances and statement review
• May assist with submitting authorizations and authorizations follow up
• May assist with benefit verification, specifically during re-verification time
• Works with insurance carriers for claims follow up and status of outstanding bills
• Works with specific reports from Raintree and Yellowfin to ensure accuracy
• Reviews collection files prior to patients being sent to collections
• Provides support to staff for all functions of the RCO
• Able to identify and rectify potential problems within specific projects
• Behaves in a manner consistent with Professional's mission, vision, and values
• Maintains a working knowledge of HIPAA, OSHA, Risk Management, and compliance regulations
• Attends Company meetings as required
• Practices confidentiality in accordance with Company policies and all laws and regulations
• Other duties as assigned by RCO Management
  
  

Requirements

• Previous work experience (minimum three years) with healthcare customer service required
• Bachelor's degree preferred
• Fully proficient in Raintree Navigation
• Must demonstrate consistency in exceeding productivity goals
• Strong organizational and time management skills are required
• Establishes a collaborative environment capitalizing on employee talents, experience, interests, and diversity to reach high performance
• Embraces diversity within the work environment and consistently deals with internal and external customers in a friendly and respectful manner; supports teamwork and cooperation with work partners in daily activities
• Excellent analytical and problem-solving skills
• Excellent communications skills are required
• Ability to work independently and follow-through and handle multiple tasks and/or special projects simultaneously