FINANCIAL SERVICES REPRESENTATIVE

Overview

The Financial Services Representative will serve as the initial point of contact for patients calling into the Financial Services team's toll-free number.

This role will be responsible for taking payments from patients and setting up payment plans, as well as responding to basic inquiries about patient billing and account status.

This Financial Services Representative will triage patient inquiries and route patients to the appropriate team member or other cross-functional team within the Company.

A successful Financial Services Representative will have excellent communications skills, a proactive approach, an ability to meet deadlines, eagerness to learn and develop skills, and a commitment to the patient experience.

Responsibilities

• Respond to inbound phone calls
• Assist patients with resolution of past due account balances
• Address patient inquiries regarding insurance claim status, account balance, and account resolution options
• Collect patient payment information securely, set up payment plans, and modify existing plans as necessary
• Initiate outbound phone calls for breached payment plans because of expired, or expiring soon, payment information
• Discuss the Patient Assistance Consideration (PAC) process & eligibility
• Update and maintain patient information related to patient billing and collections cycles
• Effectively communicate patient issues and grievances through internal reporting system and with cross-functional teams
• Initiate & respond to Outlook inquiries from both patients and internal teams
• Perform all job duties while maintaining compliance with all appropriate regulatory requirements including the SEC, IRS and HIPAA
• Other duties as assigned

Qualifications

Education & Experience

Required :

• Associate's degree or equivalent work experience
• 1 or more years of customer service and / or call center experience

Preferred :

Previous experience with medical billing, coding, insurance, authorization, and collections

Knowledge & Skills

• Ability to manage difficult or emotional situations effectively
• Application of de-escalation techniques when necessary
• Ability to successfully manage multiple tasks concurrently facilitated through multiple computer screens and applications
• Leverages critical-thinking skills, within defined work processes and policies, in response to nuanced patient financial situations Strong relationship building and communication skills
• Exceptional written documentation skills - clear, complete, and concise
• High attention-to-detail and accuracy
• Thrive in a fast-paced, continuously changing environment
• Problem-solving skills with the ability to identify and seek support to resolve issues quickly and accurately
• Proficiency using MS Word, Excel and Outlook

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.

$20.34 - $26.70 / HR

Additional benefits :

non-exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts.

Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.