Concern Resolution Specialist

Forefront Dermatology; Manitowoc (WI); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare provider is seeking a Billing Specialist to handle patient concerns and billing inquiries. This full-time remote position requires strong customer service skills, attention to detail, and the ability to manage multiple tasks effectively. The ideal candidate will have an associate's degree and at least five years of experience in customer service, particularly in healthcare settings.

Benefits

Health, dental, and vision insurance

Health Savings Account with $500 matching contribution

Eligible for PTO and holiday pay

Company-paid life insurance and long-term disability

401(k) with employer contribution

Profit sharing

Employee discounts

Qualifications

• Minimum of 5 years customer service experience.
• Ability to become proficient in coding guidelines within 6-12 months.
• Thorough knowledge of payer websites and managed care contracting.

Responsibilities

• Review and resolve incoming patient concerns from billing staff.
• Track and document patient concerns and resolutions.
• Answer overflow calls and respond to inquiries from other departments.

Skills

Customer service

Attention to detail

Effective communication

Empathy

Leadership

Organizational skills

Multitasking

Education

Associate's degree in business or health administration

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

NextGen

Job description

Overview

This position is responsible for handling 2nd level patient concerns from Billing Clerks, marketing, and other departments to resolve issues related to coding and billing of patient claims. The role also involves answering incoming billing calls as needed and may include assisting the Team Lead in staff training related to customer service skills.

This is a full-time remote position working:

Monday - Friday, 8:00 am - 4:30 pm

Here are some benefits we offer:

• Access to health, dental, and vision insurance
• Health Savings Account with $500 matching contribution
• Eligible for PTO and holiday pay
• Company-paid life insurance and long-term disability (full-time only)
• Access to voluntary short-term disability insurance (full-time only)
• Additional life insurance options
• Eligibility for Accident, Critical Illness, Hospital Indemnity, and Cancer Guardian insurance
• 401(k) with employer contribution
• Profit sharing
• Employee discounts
• And much more!

Responsibilities

1. Review and resolve incoming patient concerns from billing staff, escalating unresolved issues to the Team Lead.
2. Track and document patient concerns and resolutions.
3. Review and respond to correspondence in the Patient Lockbox.
4. Answer overflow calls as part of a queue.
5. Respond to inquiries from other departments, including website requests and social media concerns from Marketing.
6. Adhere to compliance policies and complete required training.
7. Perform other related duties as assigned.

Qualifications

Education:

• Associate's degree in business, health administration, or a related field preferred.

Knowledge, Skills, and Abilities:

• Ability to become proficient in Forefront Dermatology and industry coding guidelines within 6 months, and CDC or equivalent within 12 months.
• Thorough knowledge of NextGen, payer websites, and managed care contracting.
• Minimum of 5 years customer service experience, with a background in handling patient or customer complaints.
• Customer service-oriented attitude with a pleasant and poised demeanor.
• Excellent phone etiquette and professionalism in difficult situations.
• Empathy and ability to diffuse negative situations.
• Attention to detail and effective communication skills.
• Demonstrated leadership qualities and ability to serve as a role model.
• Proficiency in Microsoft Word, Excel, and PowerPoint; quick learner of new software.
• Strong organizational skills and ability to work cooperatively with staff, patients, and the public.
• Ability to multitask, prioritize, and work independently or as part of a team.
• Commitment to confidentiality and operational efficiency.

The base pay range for this position is $16.50 - $18.00 per hour, determined by role, experience, and education. Forefront will never request personal information via text or email, and does not use external messaging apps like WireApp or Skype for communication. If you receive such requests, delete them.