EO, Patient Account Resolution Specialist

THIS POSITION IS HYBRID. The first 90 days will be in-office and then will transition to work from home depending on performance.

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 ones 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-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 organizations to make improvements or take corrective action.

• English Comprehension The ability to fluently communicate in and understand English the primary language of the work team and patient demographics.

• 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.

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:

• 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

• Reliable high-speed internet connection is required for all remote/hybrid positions.
• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing cloud-based tools and other online work-related activities.
• A HIPAA-compliant work environment is required including a secure workspace free from unauthorized access or interruptions no use of public Wi-Fi unless connected through a secure company-provided VPN and compliance with all applicable HIPAA privacy and security regulations.

Hybrid or Onsite Role in Huntsville AL.

#ZR