Experienced Patient Services Specialist I - Days - Remote (Michigan Residents)

Patient Account Service Representative

Are you ready to make a difference in patient lives from the comfort or your own home? In this position you will be providing exceptional customer service to assist patients with their medical bills via phone. We pride ourselves on one call resolution and provide career growth to those who want to excel. The hours are as follows with NO weekends required : + 930am-6pm Monday through Thursday + 830am - 5pm Fridays + Training is 6 weeks with hours from 8am-430pm Monday-Friday The position also offers Health Insurance and paid time off.

General Summary

Responds to patient inquiries regarding healthcare accounts receivables across a multi-facility integrated healthcare delivery system, which includes all hospital and professional billing associated with Henry Ford Health inpatient hospitals, outpatient clinics, laboratory, radiology and employed physicians. Communicates effectively with patients, colleagues, providers, system operational staff, supervisors, and managers. Works independently for maximum efficiency in a high-volume billing Call Center.

Principle Duties And Responsibilities

• Handles in-coming telephone activity including answering phones promptly according to system Quality standards, documenting all interactions thoroughly, accurately, and legibly, and takes accountability for inquiries.
• Ensures timely responses to service center inquiries via phone, fax, email, or mail to assist the customer in understanding their patient responsibility. Strives for first contact resolution in a timely and efficient manner.
• Ensures timely responses to pre-collection and bad debt collection agency inquiries.
• Researches and educates patients on outstanding bills and their status, which includes but is not limited to accounts not included in a payment arrangement, recognizing inaccurate information, partnering with legal to review bankruptcies, assisting with Coordination of Benefits, third party liability claims, etc.
• Initiates and resolves account receivable errors with the hospital and professional billing or coding teams, which includes but is not limited to autopay updates, newborn / patient registration, and adding or removing balances to / from external collection agencies, coding errors, claim filing errors, etc.
• Effectively discusses the patients' options for resolving outstanding balances including approved discounts and recognizing their eligibility for financial assistance. Connects patients to the Financial Counseling team for charity screening.
• Ensures accurate and compliant processing and posting of all system payment types to patient hospital and professional claim balances.
• Assists patients with setting up and navigating the online MyChart system.
• Obtains, verifies through internal and external resources, adds insurance, and confirms payer filing order.
• Analyzes and processes refunds as a result of overpayment.
• Meets system standard quality and productivity expectations.
• Identifies and escalates potential billing error trends to leadership.
• Effectively communicates any patient balance issue with internal and external payer, vendors, or contractors.
• Maintains strict confidentially standards for patient information. Complies with organizational, federal, and state regulations and policies on confidentiality.
• Supports the standards set forth in the Henry Ford Health Code of Conduct by adhering to legal, ethical, and HIPAA standards.
• Performs other related duties as assigned.

Education / Experience Required

High school diploma or G.E.D. equivalent. Associate's degree in Business Administration, Accounting, Billing, Coding, or related field preferred. Three (3) years of Call Center experience. One (1) year of billing (billing and coding) experience. Six (6) months of remote work experience. Internet requirement of 25 Mbps and wired. Experience in healthcare / medical office customer service strongly preferred. Ability to interpret insurance billing process (Primary, Secondary, co-insurance, deductibles, and co-pays). Technical skills (navigation, Microsoft Suite, initial troubleshooting) including guiding patients with online payment methods. Ability to remain calm and de-escalate callers, as needed.

Additional Information + Organization : Corporate Services + Department : CBO - Customer Service + Shift : Day Job + Union Code : Not Applicable