Patient Services Resolution Representative

Job Posting Closing Date: Open until Filled

Where do you belong?

Your career is more than just a job, it's part of your life. Whether you’re a clinician, or non-clinical professional,  at USACS you'll feel a sense of connection working with clinicians and office staff who share your interests and values. We want you to love coming to work each day because you believe in what you do and the people with whom you work. We care about your success.

USACS also understands that location is important. We offer  career opportunities for clinicians and non-clinical support staff from New York to Hawaii and numerous points in between. Our supportive culture,  outstanding benefits and competitive compensation package is best in class.

Job Description

The Patient Services Resolution Representative handles incoming and outgoing calls, email and other means; resolve billing issues by answering questions, updating information, processing correspondence, resolving billing issues and following-up with other departments to correct or adjust billing errors, updating demographic and medical coverage information.

Location: This is a remote position but the candidate must reside near Canton, OH

ESSENTIAL JOB FUNCTIONS:

• Provide excellent Customer Service to our patients, you are the face of USACS
• Manage large amounts of inbound calls from patients, patient representatives, and insurance companies, in a timely manner
• Identify the customers’ needs, clarify information, and research every issue.  Resolves patient and customer billing issues, complaints and concerns by correctly answering questions; determining and recommending how outstanding patient accounts should be further processed, all while the customer is on the phone and within time limits.
• Help to identify trends and takes action to help prevent negative impact to the patient or USACS
• Review accounts in detail to obtain accurate information and follow any applicable policies including, but not limited to  standard work, standard operating procedures, and any other potential matrix/resource. 
• Research/Review Explanation of Benefits that reflect payment or denial of patient medical claims.  Familiarity with negotiated contracts and applicable fee schedules.
• Documents and categorizes customer issues for further analysis
• Liaison with collections company to ensure proper balances, payments or adjustments are communicated
• Evaluate patient financial status and establishes payment plans according to customer needs
• Maintains working knowledge of the current state and federal guidelines, and HIPAA regulations stipulated by the government and USACS
• Adheres to USACS Code of Conduct, House Rules, Missions and Values
• Serves as an essential communication link for the USACS clinicians and billing company
• Multi-task in between calls and work patient correspondence with regards to updating insurance information, attorney requests, address corrections, bankruptcies, returned mail, etc.
• Adhere to department work schedule and department attendance policy to insure adequate coverage of call center hours

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong phone contact handling skills and active listening, with a great emphasis on being able to communicate with patients/customers, co-workers, and management
• Customer orientation and ability to adapt/respond to different types of characters, while maintaining professionalism, composure, and empathy
• Knowledge of and skill in using personal computers in a Windows environment; Excel, Word, and Outlook
• Knowledge of medical insurance and its terminology
• General knowledge of basic ICD-10 and CPT coding is helpful
• Excellent communication and presentation skills
• Ability to perform basic mathematical calculations such as adding, subtracting, multiplying, and dividing
• Ability to multi-task, prioritize, and manage time effectively
• Ability to take the initiative and work independently and within a team; support will be available
• Ability to recognize trends and pay close attention to detail – problem solving and problem analysis
• The call center environment can be stressful, it is important to have the ability to be relaxed and easy going in the face of adversity
• Must be able to work in a fast paced, ever-changing environment
• Displays an eagerness and capacity to learn when faced with new situations and problems
• Ability to accept constructive feedback and resilient
• Ability to take the initiative and work independently and within a team; support will be available
• Ability to recognize trends and pay close attention to detail – problem solving and problem analysis

EDUCATION AND EXPERIENCE: 

• At least 1-2 years Customer Service experience, preferably in a healthcare setting.
• High school diploma or equivalent.
• Call Center, customer service, medical insurance or billing experience is helpful

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds. 
• Required to have close visual acuity to perform the job

Hourly Rate: $14.53-$26.88

The rate offered for this position will be in the range of $18.25/hour