Patient Contact Center Representative - Billing Specialist - CPAR Certification REQUIRED - Mon [...]

Northeast Georgia Health System; Oakwood (GA); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a dedicated team at a forward-thinking health system where you will play a vital role in patient interactions and billing inquiries. This position involves managing high-volume calls with professionalism and empathy, ensuring patients receive the support they need regarding their accounts. You will utilize your excellent communication and problem-solving skills to address concerns and assist with collections, all while maintaining a calm demeanor. Be part of an organization that values your contributions and fosters your professional growth, making a positive impact on the community's health and well-being.

Qualifications

• Minimum 1 year experience in collections or customer service required.
• Solid knowledge of Revenue Cycle functions is necessary.

Responsibilities

• Handle incoming and outgoing patient calls regarding billing inquiries.
• Perform collection activities and offer payment arrangements as needed.
• Research patient complaints and keep them informed of progress.

Skills

Customer Service Skills

Problem-Solving Skills

Communication Skills

Telephone Proficiency

Attention to Detail

Ability to Work Independently

Education

High School Diploma or GED

Tools

Personal Computer

Job description

Job Category: Revenue Cycle

Work Shift/Schedule: 8 Hr Morning - Afternoon

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

About the Role:

Job Summary

This position is responsible for answering incoming and making outbound patient phone calls with regards to billing inquiries and patient collection activities within a high volume call center environment related to professional and facility services in an efficient, friendly, courteous, tactful, calm and helpful manner. Document and code appropriately all work performed. Pursue complete collection activity prior to referring accounts to bad debt agency. Research patient complaints and questions in a timely manner, escalating to leadership as appropriate, and keeping patient informed of progress throughout process.

Minimum Job Qualifications

• Licensure or other certifications: High School Diploma or GED

• Minimum Experience: One (1) year minimum collection, customer service or business office experience.

Job Specific and Unique Knowledge, Skills and Abilities

• Solid knowledge of Revenue Cycle functions, including registration, coding/charge posting, and insurance billing and collections

• Personal computer proficiency to include all programs necessary to perform job duties and ability to toggle between systems efficiently

• Excellent listening and problem-solving skills with attention to details

• Excellent customer service skills and ability to remain calm and professional in stressful situations

• Excellent verbal and written communication skills

• Ability to work independently within guidelines

• Telephone proficiency

Essential Tasks and Responsibilities

• Accepts all calls via the ACD (Automated Call Delivery) lines in a manner that keeps wait times to a minimum. Identifies self by name and department, handles call in professional manner, asks if all issues resolved and if anything else may be needed prior to ending call.

• Performs collection activities on outstanding patient balance, offering payment arrangements per guidelines when patient unable to pay in full (Monthly Payment Plans; Payroll Deduction).

• Reviews accounts thoroughly, verifying balance to be correct. Performs required action to correct balances found to be in error. Refers errors to other departments for assistance only when appropriate.

• Analyzes all details of account for accuracy and resolves all insurance questions including payment, adjustments and benefits.

• Researches all patient complaints and inquiries in a timely manner, keeping patient informed of progress when other departments must be consulted.

• Escalates issues to SPRC leadership following standard work guidelines.

• Documents and uses appropriate disposition codes in system for every account, including any action taken in order to allow for trending and process improvement as well as continuity of customer service.

• Meets or exceeds required quality, productivity and collection performance standards as determined by SPRC leadership.

• Follows required collection process.

• Follows all department and NGHS guidelines, policies, and standard work.

• Provides resolution to patient calls and/or walk-ins based on established standards and procedures.

• Attends all Weekly/Monthly/Quarterly/Annual SPRC and Team Meetings (unless has an excused absence).

• Serves as a positive role model to all staff members, physicians, patients and visitors.

• Remains in good standing with all NGHS policies including those related to attendance, positive attitude and staff development.

• Works with patient/guarantor to find insurance, third-party sponsorship, settlement, or to begin charity process. Responsible for forwarding information found to appropriate Specialist for follow-up.

• Follows scripting guidelines outlined by Supervisor/Manager when interacting with patients to maintain high quality of service. Listens and thinks critically to make sound judgments on patient accounts.

• Maintains an understanding of health insurance and EOB's, collection processes and techniques, and NGHS Financial Assistance Programs.

• Adapts to frequently changing atmosphere including organizational and technological changes.

• Performs other duties as assigned, including but not limited to bankruptcies, researches estates, and follows up on defaulted internal and external payment plans.

• Promotes and contributes positively to the teamwork of the department by assisting coworkers, contributing ideas and problem-solving with co-workers and helps identify trends affecting patient billing and customer satisfaction.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Occasionally 0-30% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Occasionally 0-30%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.

Northeast Georgia Health System is an Equal Opportunity Employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.