Customer Service Associate

Job Description

Job Description

Description : What You’ll Do

What You’ll Do

• Effective communication with AVP clients including patients, insurance companies, front office staff, back-end RCM team members and all other internal and external clients.
• Customer Service Representatives will assist clients with balance inquiries, payment information, demographic updates, general billing issues, insurance / Medicaid updates, and other account related issues
• Tasks will be performed by utilizing PM systems such as Compulink, AdvancedMD, MDOffice and other vendor systems such as Excel, Word and all other relative systems as needed
• Work in the Collectly call que daily to resolve patient inquiries; review all accounts in the unsuccessful bucket for bad debt write off in accordance with AVP policy
• Operate Customer Service line, pull voice mails hourly and return calls within 24 hours
• Provide clients with correct answer to the account(s) in question
• Verify and update account information, including demographic information and correct insurance information
• Obtain payment on accounts that are patient responsibility, including prior bad debt balances as pertinent while speaking with patients
• Elevate problems, trends, or complicated accounts to the appropriate collector or manager
• Document all conversations with clients for future reference
• Handle client complaints in a professional and serious manner
• Review accounts for accuracy (correct statement groups, financial class, etc.)
• Process adjustments as necessary (settlements, refund requests, etc.)
• Perform follow-up on worked accounts when necessary
• Review and work daily correspondence received from patients
• Assist with account audits when necessary
• Perform a variety of other duties as directed by incoming calls
• Serve as a liaison between Patient Accounts, payers, and clients when necessary (troubleshoot accounts, fax claims to insurance companies to expedite processing, service / charge disputes)
• Contact payers to check claim status when beneficial to clients
• Perform telephone appeals for denied or low payment claims when requested by client and within company established guidelines
• Process disputes by obtaining medical records and explaining procedures
• Review diagnosis and procedure codes with appropriate individuals to ensure correct coding
• Verify new or correct insurance information on patients
• Send claims to the insurance company as needed
• Contact the patient when insurance information does not verify as eligible
• Monitor office supplies and place orders to Staples as needed
• Complete special projects and all other duties assigned by the department Manager
• Adheres to all policies and procedures

Requirements : What You Bring

What You Bring

• High school diploma or equivalent
• 1-3 years of experience in a medical office environment is preferred
• Excellent judgment, dependability, and conscientiousness.
• Demonstrated high ethical standards and integrity.
• Demonstrated attention to detail.
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality.
• Customer and patient service orientation : prompt response to patient needs and ability to manage difficult or emotional customer situations with tact, empathy and diplomacy.
• Ability to work cooperatively in group situations; offers assistance and support to coworkers, actively resolves conflicts, inspires trust of others, and treats patients and coworkers with respect.
• Patient centered care focused, and a team player.
• Handles multiple tasks effectively and efficiently and exhibits commitment to effective problem-solving techniques when issues arise.
• Continuously acts to maintain a safe, clean, healthy, and fun work environment consistent with AVP’s Mission and Vision.
• Arrives on time, ready to work, and demonstrates minimal absenteeism.
• Demonstrates effective problem-solving skills
• Knowledgeable of Medicare and Medicaid billing and reimbursement concepts and principles
• Willingness to submit to a background check

Benefits & Perks

We’ve got you covered in more ways than one! As a full-time employee, you receive medical, dental, vision, a 401k plan, long-term disability, and life insurance.

Pay is determined based on qualifications and experience. You will also get :

• Paid vacation and holidays (+ two floating holidays)
• Tuition reimbursement opportunities
• Referral bonus opportunities
• Discount on designer eyewear
• Paid certified accreditation program

Physical Requirements :

• Exerting up to twenty-five pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and / or fingers.
• Must have close visual acuity to perform an activity including viewing a computer terminal, extensive reading, interpretation, etc.
• Must be able to be stationary for prolonged periods of time.

Cognitive Requirements :

• Executes tasks independently.
• Learns and memorizes tasks.
• Maintains concentration / focus on tasks.
• Performs task in a demanding environment requiring multi-task and prioritize work.
• Must be comfortable working and interacting with large groups of people daily.

Compliance training and testing is required annually and as needed.

Ready to Join Our Team?

Apply Now!

Atlantic Vision Partners provides equal employment opportunities and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.