Answer and resolve all inbound inquiries and issues regarding patient account statements, bad debt write off's, explanation of benefits, balance due, and other patient and insurance billing related scenarios.
Analyze the patient's problem or issue that is presented by collecting information and data and conducting thorough research of the IDX patient accounting systems, Hyland OnBase for documents that may have been imaged (EOBs, statements, admitting documentation, patient correspondence, etc.), Passport or Blue E for eligibility, researching payor websites and/or contacting the payor if needed.
Follow through on all customer issues promptly and accurately until completion.
Communicate with the patient, physicians, collection agency, internal departments and all other internal and external customers in a professional, courteous, and respectful manner.
Research EOBs and payment detail to determine if a patient refund is necessary or determine the nature of the credit balance.
Validate that charges are correct and request medical review and audit when necessary.
Produce itemized statements. Mail and provide itemized statements to patients when requested.

A minimum of three years direct customer service or call center preferred.
operations experience is required.
A healthcare background working in medical billing, collections, insurance claims processing, coding, registration, working in a medical organization, or like experience in the fields of education, training, training development, is highly preferred.
Inbound to outbound call center experience preferred.
Working knowledge of Maestro Care system preferred.
Two-year college degree preferred.

Customer Service Associate, Incoming Call Center

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