Patient Service Specialist I

Patient Service Specialist

The Patient Service Specialist assists patients with inquiries related to their accounts, billing, insurance information, and reimbursements. This position supports the complete and timely collection of outstanding self-pay balances.

Essential Duties And Responsibilities:

• Performs job in accordance with company mission, vision and goals.
• Exercises confidentiality in all areas, abiding by HIPAA rules and regulations.
• Assists patients with inquiries related to their accounts, billing, insurance information, payment plans, and reimbursements.
• Resolves patient concerns in accordance with established policies, procedures, and guidelines.
• Manages high-volume patient inquiries regarding bills, providing timely and effective solutions.
• Communicates with patients in a consistently positive and helpful manner.
• Collaborates with internal teams to ensure seamless communication and resolution of patient issues.
• Makes and receives outbound calls related to patient collections.
• Updates patient files with address changes, contact information changes, etc., as needed.
• Reviews patient's insurance and eligibility to ensure accuracy.
• Ensures first call resolution for all applicable calls. Escalates/routes appropriate calls/tasks to proper recipient(s) for resolution.
• Communicates electronically with patients/customers via online portal or other company communication methods.
• Checks and responds to work e-mail on a regular basis throughout the workday.
• Participates in and complete all required trainings and in-services.
• Performs other duties as assigned.

Minimum Qualifications:

• High school diploma, or equivalent with a minimum of one (1) year related experience; OR an equivalent combination of education and/or experience.
• Must have knowledge of internet and Microsoft Office software (MS Word, MS Excel, MS PowerPoint, MS Outlook).
• Must have excellent written and oral communication skills, including exceptional customer service.
• Must be able to establish and maintain effective working relationships with doctors, clinical staff, other co-workers and the public.
• Must be able to work individually as well as within a team.
• Must be able to follow both verbal and written instructions.
• Must be able to work a flexible schedule.
• Must be able to respond with patience and understanding during stressful conditions related to patient health and emergent situations.
• Must be able to multi-task and prioritize.
• Must demonstrate extreme attention to detail.
• Must possess strong organization skills.
• Must be able to problem solve and use reasoning.
• Must be able to meet predefined quality standards.
• Must maintain and project a professional attitude and appearance at all time.
• Must have a solid foundation of insurance knowledge and guidelines for third party payers.
• Must have a working knowledge of the healthcare field and medical specialty, as well as medical terminology.
• All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.

Preferred Qualifications:

• Two (2) years' experience working with an Electronic Medical Record (EMR).

Driving/Travel:

The employee must have reliable transportation. While the primary workplace may be closest to the employee's home, work assignments could be in any of the Company's locations.

Compensation And Benefits:

• Pay Range: $19.00/Hr - $22.00/Hr
• PTO: Up to 96 hours in first year (pro-rated based on start date)
• Holidays: 7 (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Day)
• Retirement: 401(k) with employer match
• Health Benefits: Medical (single and family), Dental (single and family), Vision (single and family)
• Other Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Basic Life/AD&D, Employee Assistance Program
• Other Voluntary Benefits: Voluntary Life, Accident, Critical Illness, Hospital Indemnity