EO, Bilingual Patient Account Resolution Specialist
EO, Bilingual Patient Account Resolution Specialist
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Job Description
Welcome to Ovation Healthcare!
At Ovation Healthcare (formerly QHR Health) weve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence we help rural healthcare providers fulfill their missions.
The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcares vision is to be a dynamic integrated professional services company delivering innovative and executable solutions through experience and thought leadership while valuing trust respect and customer focused behavior.
Were looking for talented motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives in a collegial atmosphere of professionalism and teamwork.
Ovation Healthcares corporateheadquartersis located in Brentwood TN. For more information visit.
SUMMARY:
The BILINGUAL Patient Account Resolution Specialist serves as the primary point of contact for patients addressinginquiries resolving account balances and providing accurate information while delivering exceptionalcustomer service. This role involves managing both inbound and outbound calls with a strong focus onfirst-call resolution. The specialist is responsible for efficiently handling patient account issues offering clear communication and effective problem-solving to ensure a positive and helpful experience for everypatient.
DUTIES AND RESPONSIBILITIES:
Efficiently handle 75 inbound and outbound calls daily ensuring effective resolution of patientinquiries.
Conduct daily collections on patient account balances consistently meeting or exceedingmonthly collection goals.
Review patient accounts for billing accuracy initiating necessary actions to rebill or resolvediscrepancies.
Access and update internal and external software to retrieve input or modify account informationto address patient questions and clarify charges.
Consistently achieve specified key performance indicators (KPIs) related to call volumecollections and account resolution.
Proactively follow up with patients as needed providing clear information and assistance inresolving account balances.
Maintain detailed accurate records of all patient interactions including relevant call informationand account status.
Focus on providing high-quality customer service with each call ensuring patient satisfaction andeffective issue resolution.
Practice active listening techniques to fully understand patient concerns aiming for first-callresolution whenever possible.
Maintain a professional and courteous demeanor when interacting with patients managementand team members.
Perform other duties as assigned contributing to the overall success of the department andorganization.
KNOWLEDGE SKILLS AND ABILITIES:
Must be fluent in Spanish
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 andprocedures.
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 andservice excellence.
In-depth knowledge of the billing and recovery cycle from claim submission to resolution andcollections.
Familiar with legal rules and regulations related to billing collections and HIPAA to maintaincompliance in all activities.
Working knowledge of Windows-based systems and Microsoft Office products including ExcelWord and Outlook to manage tasks and documentation effectively.
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 thepoints being made asking questions as appropriate and not interrupting at inappropriate times.
Time Management Effectively managing ones own time to maximize productivity.
Active Learning Understanding the implications of new information for both current and futureproblem-solving and decision-making.
Multi-TaskingAbility 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 organizationsto make improvements or take corrective action.
English Comprehension The ability to fluently communicate in and understand English theprimary language of the work team and patient demographics.
Written Comprehension The ability to read and understand information and ideas presented inwriting.
Written Expression The ability to communicate information and ideas in writing so others willunderstand.
Oral Comprehension The ability to listen to and understand information and ideas presentedthrough spoken words and sentences.
Oral Expression The ability to communicate information and ideas in speaking so others willunderstand.
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.
WORK EXPERIENCE EDUCATION AND CERTIFICATIONS:
GED/High School Diploma
1 years of customer service experience in a call center environment
Previous negotiations sales or collections experience strongly preferred.
Previous experience in medical collections or revenue cycle preferred but not required.
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
This position is in an office environment and requires the following physical abilities:
Performing work at a stationary workstation for 8 hours
Interacting with a desktop computer or laptop
Entering data into systems using a mouse and keyboard
Ability to communicate clearly with others over a telephone system
Ability to work at a pace that allows the employee to meet the standard goals as set forth by
Management
TRAVEL REQUIREMENTS:
None.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
