Self-Pay & Customer Service Specialist

Clinical Health Network for Transformation (CHN) is committed to advancing health equity in communities. They are seeking a Self-Pay & Customer Service Specialist to manage self-pay accounts while providing exceptional customer service to patients, addressing inquiries, and ensuring timely collections.

Responsibilities:

• Manage self-pay accounts by setting up payment plans and ensuring timely collection of outstanding balances
• Provide excellent customer service to patients, addressing billing and payment inquiries, and offering solutions to resolve any concerns
• Accurately post payments and adjustments from patients into the billing system
• Perform regular reconciliations of patient accounts to ensure accuracy and completeness
• Investigate and resolve any discrepancies or disputes related to patient accounts in a timely manner
• Maintain accurate and up-to-date financial records, including payment plans and collection activities
• Generate and analyze reports on self-pay accounts and customer service interactions to monitor cash flow and identify trends or issues
• Perform various clerical activities to support daily operations
• Creates and promotes a culture of continuous improvement
• Ensures compliance with all CHN and affiliate policies, as well as all state and federal regulations
• Demonstrates a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
• Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
• Provides positive and development feedback and accountability related to practices including, but not limited to, equity

Requirements:

• Minimum of 2 years of relevant account receivable experience
• Previous experience using ICD-10 Medical Coding and Current Procedural Terminology (CPT)
• Knowledge of medical terminology
• Strong analytical and problem-solving abilities
• Proficiency with Microsoft software (Excel, etc.)
• Demonstrated ability to maintain a customer-centric service approach in a fast-paced environment
• Excellent written and verbal communication skills and ability to collaborate and interact with all levels within and outside of CHN if necessary
• Strong attention to detail and follow-up; and ability to multi-task in fast-paced environment
• Demonstrated dedication to Planned Parenthood's mission, vision, and values
• Strong interpersonal skills and the ability to build relationships with stakeholders
• Excellent time management, and problem-solving skills
• Commitment to advancing race (+) equity in one's work: interested in expanding knowledge about the role that racial inequity plays in our society
• Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions
• Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn
• Strong sense of accountability to equitable practices
• Understanding of the impact of identity dynamics on organizational culture
• Commitment to CHN and Planned Parenthood's In This Together service ethos, workplace values, and service standards
• Strong General Technology Skills: proficient utilization of Excel, Word, and Windows environment, Epic, eCW, NextGen or other practice management systems experience a plus
• Medical Billing and Coding certification, a plus