Customer Accounts Specialist

Job Description :

The position of Customer Accounts Specialist is within our Revenue Cycle Management located at Livermore, California. In this role, you will be responsible for handling inbound calls regarding questions on billing statements, and the follow-up of outstanding patient balances.

Working knowledge of billing, insurance and interpreting EOB s is mandatory. The representative will be tasked to resolve unpaid accounts in a timely and efficient manner while maintaining quality and production standards set for the position.

This job description will be reviewed periodically and is subject to change by management.

RESPONSIBILITIES :

Communicate with up to 50 patients each day through phone calls and emails in a professional and courteous manner.

Handle a variety of inquiry categories including questions about patient statements, billing, and general questions.

Helps reconcile patient accounts to ensure correctness of patient statements. Has a working knowledge of Medicaid and Medicare programs and commercial insurances

Ability to interpret Explanations of Benefits or Remittance Advice (EOB or RA).

Able to explain a billing statement and methodology.

Maintains accurate and complete records concerning collection activity on all accounts according to company procedures.

Process requests quickly, accurately, and consistently with general supervision

Submit adjustment / refund requests if needed.

Keeps management informed of areas of concern and problems identified.

Assists in monthly closing by assuring all appropriate information is entered into the system.

Process credit card payments.

Monitors hardship applications.

Process correspondence, as assigned.

Performs other related duties as assigned.

Follows all HIPAA guidelines.

BASIC QUALIFICATIONS EDUCATION :

High school graduate or equivalent required

Strong verbal and written communication skills

Knowledge of Revenue Cycle Customer Billing

Excellent oral and written communication skills preferred

Detail oriented with a focus on exceptional customer service

Strong time management skills and ability to manage individual assignments

Ability to work in a team environment

Strong attention to detail

Requires the ability to work with and maintain confidential information

PREFERRED QUALIFICATIONS :

Secondary education or Medical Certification

Experience in the healthcare industry preferred

Knowledge of customer relationship management (CRM) tools and related analytics desired

COMPETENCIES :

Experience with Microsoft Office - Word, Excel, PowerPoint required

Familiarity with performance metrics and ability to meet identified targets required

Strong customer service skills and professional demeanor required

• Working knowledge of HIPAA and the Affordable Care Act;
• Must have an aptitude for problem solving and staff coaching / training;
• Must be able to communicate both written and orally in a business professional manner;

Must possess the ability to effectively present information in one-on-one and small group situations to customers and other employees

Must possess the ability to work in an environment of multiple concurrent tasks and constant interruptions

Analytical skills are required