Customer Service Specialist - The Physicians' Group
Dallas, TX 75254
About the Job
Position Overview:
The Customer Service Specialist will be responsible for receiving and triaging all incoming patient and insurance calls, initiating outbound calls, and addressing questions and concerns regarding patient accounts through other platforms, as needed. Individualsshould be flexible to perform a variety of duties. This position requires strong interpersonal skills to regularly interact professionally, promptly, and courteously with patients, physicians, and their offices and other central personnel to maintain strong public and community relations, while responding to their inquiries/requests. Collections experience is required to work accounts and assist with the processing of claims. Knowledge of how to interpret an Explanation of Benefits and how to understand managed care contracts is a must. May be assigned additional delegated responsibilities and special assignments by Central Billing Office Management. Bilingual is preferred.
Responsibilities:
Handle a high volume of in and outbound phone calls collecting past due balances from patients.
Researches any overdue account balances that are fully or partially unpaid and follow up by mail and/or phone to patients on delinquent payments.
Respond promptly to patient inquiries with clear communication and high-quality service.
Researchcustomer's accounts thoroughly and documents appropriately.
Resolves discrepancies and prepare adjustments and refunds as necessary.
Ensure that all information regarding collection activity on accounts is entered accurately into the system.
Brings recurring issues to the attention of the department manager.
Conduct duties with empathy, support, respect, and professionalism at the core of every interaction.
Evaluates and identifies priority accounts.
Performs other duties as required.
Required Skills
Requirements:
Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.
Patient collections experience for 1 year or more preferred.
Excellent customer services skills both verbal and written.
The ability to meet critical deadlines.
Intermediate knowledge of Word, Excel, PowerPoint, Access, and Outlook.
Sound judgement and strong skills with respect to interpersonal relations, critical thinking, problem solving and analysis.
Be able to multi-task and handle competing priorities while meeting or exceeding deadlines.
Must be proficient in computer skills necessary to perform job duties and must have strong knowledge of computerized billing systems.
Must possessa positive attitude to enhance a cooperative and energetic work environment.Excellent knowledge of health care billing procedures, documentation, regulations, payment cycles and standards.
High School Diploma or equivalent
Required Experience