DESCRIPTION

Under the supervision of the Customer Service/Collections Supervisor, the Collection Specialist serves as the physician medical group’s primary contact for collection questions, reporting and follow-up. Acts as liaison between the practice providers, and payers for all billing account resolution. Provides information regarding physician medical group billing practices, policies, collections process and patient billing statements. Assists patients in understanding billing statements to ensure swift resolution of outstanding balances and bad debt collections. Fulfills the organization’s mission of care and service by providing superior customer service to the patient community. This position is also responsible for Customer Service Representative functions to assist of answering phones, and assisting patients with billing questions, assist in the process of completing financial assistance applications, educating them about their financial responsibility, and helping them identify a path toward resolving their balances. This role involves communicating with patients and collection agencies via email, letter and over the phone and requires a high level of customer service.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent customer service and written and verbal communication skills.
  Knowledge of third-party payers, billing requirements, and reimbursement methods.
  Proficiency in Microsoft Office products including Outlook, Word, Excel, and Teams required
  Outstanding organizational skills and follow through.
  Must have the ability to multitask, manage own time effectively, and work independently.
  Must be able to maintain confidentiality of sensitive patient information.
  Our organization consists of approximately 30 employees, so finding the right new employee is critical to our success.
  Hendricks County Physician Billing, Inc. is in Plainfield Indiana and is affiliated with Hendricks Regional Health. Training will take place in Plainfield and may progress into a work from home position.
  POSITIVE – Casual, relaxed work environment. No nights, weekends, or overtime ever…we only expect you to work Monday-Friday. Benefits include life insurance, Life Savings Account, and 401(k).
  DOWNSIDE – We are a small group and unfortunately, we do not offer health insurance.
  Job Type: Full-time
  Pay: $16.50 - $24.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Life insurance
• Paid time off

Work Location: In perso

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• Acts as primary contact for patients which have questions or requests regarding accounts via phone, email, EpicMyChart, or different websites.
• Provides patient estimates to our customers when price shopping whether patient is uninsured or looking to see what balances might be with current insurance coverage.
• Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. within a specific response-to-call timeframe and with the intent to resolve the caller’s concern immediately.
• Responds promptly to patient inquiries regarding physician medical group billing procedures, policies, and statements.
• Utilizes multiple resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence.
• Collects patient payments and follows levels of authority for posting adjustments, refunds, and contractual allowances.
• Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB).
• Documents all patient accounts activities concisely, including future steps needed for resolution.
• Prepares written responses to patients and customers regarding account resolution and complaint recovery.
• Interacts effectively with other administrative departments and hospital service areas daily to facilitate patient account resolution.
• Identifies barriers to efficient departmental operations and takes an active role in developing appropriate and effective solutions.
• Ensures financial assistance applications are accurately filled out and complete then applying appropriate adjustment and/or following physician medical group application processing guidelines for approvals.
• Works in conjunction with on-site state social worker or outside eligibility vendor to assist in the appropriate completion of Medicaid applications, ensuring this funding source is maximized based on patients’ eligibility.
• Helps patients develop a plan to resolve their liabilities, including by setting patients up on payment plans according to physician medical group guidelines
• Utilizes EPIC work queues, dashboards, and reports to complete assigned work.
• Maintains acceptable levels of performance in productivity, quality, and schedule adherence.
• Understands and maintains compliance with HIPAA guidelines when handling patient information.
• Participates in monthly Customer Service Team meetings.

Education and/or Experience:Must be a high school graduate or equivalent.
Must have at least 1-year experience in customer service, in a medical billing office with knowledge of all aspects of insurance and billing.
Experience in a call center environment highly desirable
EPIC software &/or provider billing preferred
Experience with Spreadsheet for Windows and Word Processing for Windows.