Title:

Customer Accounts Specialist Location:

Livermore, CA Duration:

06 Months In this role, you will be responsible for handling inbound calls regarding questions about billing statements and following up on outstanding patient balances. Working knowledge of billing, insurance, and interpreting EOB's is mandatory. The representative will be tasked with resolving 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. Processes 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 ensuring all appropriate information is entered into the system. Processes credit card payments. Monitors hardship applications. Processes correspondence, as assigned. Performs other related duties as assigned. Follows all HIPAA guidelines.

BASIC QUALIFICATIONS

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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