Revenue Cycle Customer Service Specialist

Tryon Medical Partners; Charlotte (NC); On-site; USD 42,000 - 52,000; Full time

Job summary

Tryon Medical Partners seeks a Revenue Cycle Customer Service Specialist to handle patient calls in the RCM billing queue and resolve billing inquiries. You will update demographics and insurance data, assist with payment plans, and explain balance details to patients.

This full-time role is based in Charlotte, NC with a hybrid schedule, Monday–Friday 8am–5pm. The position requires EMR experience, strong customer service and knowledge of payor policies, CPT/ICD-10 coding, and proficient use of

Qualifications

• Minimum 3 years in a physician office or healthcare call center.
• Experience with EMR systems and Medicare/Medicaid payor policies.
• Ability to interpret payer explanations of benefits and CPT/ICD-10 coding.

Responsibilities

• Act as RCM initial contact for patient calls and billing questions.
• Update patient demographics and insurance information as needed.
• Explain balance details and process payments during calls.
• Set up payment plans per the patient financial policy.
• Assist with RCM billing work queues and related tasks.
• Handle responses related to bankruptcies, death, and legal notices.
• Participate in workgroups providing feedback on patient accounts.
• Other duties as assigned.

Skills

EMR systems

Microsoft Office

CPT/ICD-10 coding

Customer service

Communication skills

Healthcare call center

Education

High School Diploma/GED

Tools

Athena EMR

Job description

Revenue Cycle Customer Service Specialist

The Revenue Cycle Customer Service Specialist manages all incoming patient calls and patient inquiries received via the RCM Billing work queue. This role provides patient support by resolving billing inquires, update demographic and insurance information and assists with setting up patient payment plans to address outstanding balances owed. (This is a full time position based in Charlotte NC, with a hybrid schedule, Monday to Friday 8 am to 5 pm)

Primary Job Responsibilities:

• Act as RCM initial point of contact for patient calls related to general account balance inquiries, patient demographic updates and billing-related disputes or questions.
• Update patient demographics and insurance information as appropriate.
• Review patient account to effectively explain balance details to patient.
• Process incoming credit card payments during patient call.
• Understand and effectively communicate to patient how claim was processed by payor (copay, deductible, coinsurance).
• Set up an acceptable payment plan based on the organization’s patient financial policy.
• Assist with RCM billing work queues and worklists regarding patient billing questions sent to the department.
• Handle actions for patient accounts when correspondence is received for bankruptcies, death, and legal correspondence (divorce, guarantor changes; provide statements for auto accident lawsuits, etc.)
• Participate in workgroups providing feedback and education on patient account activities.
• Other duties as assigned.

Requirements:

• Experience working within EMR systems.
• Ability to utilize various computer applications, including Microsoft Office (Outlook, Word, and Excel).
• Knowledge of Medicare, Medicaid, and Managed Care payor policies.
• Ability to interpret insurance payor explanation of benefits.
• Familiarity with CPT and ICD-10 coding.
• Strong customer service background and effective communication skills.
• Minimum of three (3) years of experience working in a physician office, hospital, or other healthcare call center setting.

Education and Certifications:

• High School Diploma/GED

Experience:

• Medical Call Center experience highly preferred.
• Medical business office experience preferred.
• Knowledge of insurance payers preferred.
• Athena EMR system experience highly preferred.

Physical Requirements:

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details.
• Use of computer for long periods of time.