Customer Service Representative

Professional Physical Therapy; Melville; On-site; CAD 30,000 - 60,000; Full time

Job summary

A healthcare service company in Melville is looking for a dedicated Customer Service Specialist. This role involves managing patient billing inquiries and ensuring swift resolution of any issues. Candidates should have at least three years of experience in healthcare customer service and be proficient in using Raintree. An ideal candidate will possess excellent communication and problem-solving skills, with a collaborative mindset.

Qualifications

• Minimum of three years of experience in healthcare customer service required.
• Bachelor's degree preferred.
• Fully proficient in Raintree Navigation.

Responsibilities

• Serve as primary contact for all patient billing inquiries.
• Assist patients in understanding billing statements.
• Make necessary charge corrections to accounts.

Job description

Overview

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

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.

Qualifications

• 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.