Customer Service Delivery Coordinator | Patient Financial Services | Full Time - Concord Hospital

Pay Range: $17.41 - $29.57 hourly

Summary

Working under the supervision of the Customer Service Manager, thePatient Account Resolution Specialist is the hospital’s primary resource for all aspects of revenue management, with a focus on self-pay billing. Answering phone calls is a component of this job; however, a majority of our calls are handled by outside vendors.  The individual in this role is responsible for Identifying, researching, and resolving sensitive and complicated customer questions and issues that have been escalated by our internal and external stakeholders. These include, but are not limited to: bankruptcy encounters, Patient Relations/Risk questions, questions from CHMG practices and hospital departments, escalated calls and internal reviews from our vendors, insurance management, legal and bad debt requests and follow up, recall reports, recon reports, settlement requests, special programs, and uncollectable encounters. 

Producing Good Faith Estimates as part of the No Surprises Act and cost of care estimates as part of Price Transparency are important responsibilities of this role.

In addition, the individual in this role will be responsible for auditing the quality of our vendor’s work as well as reporting and acting on the audit results. 

The Patient Account Resolution Specialist demonstrates proficiency with complex regulatory and managed care mandates, third party contract requirements, multiple software and electronic systems and/or processes as well as detailed departmental policies and procedures in order to effectively carry out the revenue management functions of the organization.

Hours

8:00 am - 4:30 pm

Education

Two years of formal training or education beyond the high school level or two years of related experience and/or training; or equivalent combination of education and experience. Bachelor's preferred.

Certification, Registration, and Licensure

None required.  CRCR preferred. 

Experience

The candidate must have a minimum of five years’ experience in healthcare revenue operations, preferably in the hospital or medical office setting. 

Proven mastery of all aspects of the revenue cycle, including: scheduling, registration, financial counseling, charge capture, claim submission, insurance management, claim follow up, transaction posting, reimbursement, customer service, collections, and bad debt management. 

Must be familiar with medical terminology, medical records, and have some knowledge of healthcare coding systems, including ICD-10, CPT, and HCPCS. 

Must demonstrate a commitment to providing excellent customer service, the ability to maintain composure in fast-paced and stressful situations, a pleasant and positive attitude, and neat appearance.  Must have excellent communication, telephone, and computer skills. Must be able to successfully manage multiple priorities and deadlines.  Must be self-motivated with the ability to succeed in an autonomous position. Must have a basic knowledge of state, federal, and third-party billing/registration regulations and requirements with the ability to keep current on regulatory updates.  Must have the knowledge and confidence to handle complex patient billing questions and issues. 

Responsibilities

• Identifies, researches, and resolves sensitive and complicated customer questions and issues that have been escalated by our internal and external stakeholders. 
• Ensures our pre-collection, collection, and legal vendors provide high quality customer service. 
• Works all Cerner queue assignments, including, but not limited to: Coding Updates, Customer Service follow up, Customer Service Review, Insurance Modification, Prepaid, and Self Pay Late Charge.   
• Ensures daily Customer Service phone coverage.
• Commits to continual learning and professional development. 
• Performs other duties as assigned.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

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If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Environment Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is SEDENTARY. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull less than 10 pounds, and occasionally lift, carry or push/pull up to 10 pounds.

While performing the duties of this job, the employee is regularly required to do repetitive motion, hear, and sit. The employee is frequently required to do fine motor, reach, an speak.

Specific vision abilities required by this job include far vision, and near vision.

The employee is occasionally exposed to moving mechanical parts.

The noise level in the work environment is usually moderate.