Customer Service Specialist/Follow-up

Iowa Radiology is a patient-centered practice that promotes a compassionate approach to medicine. They are seeking a Customer Service Support Specialist/Follow-up to assist patients with inquiries, update account information, and investigate outstanding claims with insurance companies.

Responsibilities:

• Assist patients with inquiries on their accounts through inbound telephone calls, written correspondence, emails and voicemails
• Update insurance and demographic information for patients within our account receivable system. Updates may be received from a variety of sources such as phone, email, and traditional mail
• Document all actions taken on an account
• Process credit card payments through the merchant processing system
• Provide price quotes and billing expectations for upcoming appointments
• Work with patients to set up amicable payment plans and help them execute payment methods to ensure timely payments
• Investigate outstanding claims with insurance companies from the outstanding tickler queue in the billing system.  Follow-up should be completed by searches via the company’s websites or other payer portals when available. Take the necessary actions to resolve the account
• Update insurance and demographic information as updates are received from a variety of sources
• Document all actions taken on an account
• Provider credit balance information to the refund department when necessary
• Provide payment posters with documentation to post insurance responses when appropriate
• Review return mail from patients and insurance companies; research and take necessary actions based on protocols
• Review, document, distribute, resolve, and scan any misc. correspondence from incoming mail or fax
• Investigate electronic claim rejections and take necessary actions to resolve these issues
• Review Health insurance claim forms and attached information for accuracy
• Work probate estate claims on deceased accounts
• Review electronic claim rejections from payers.  Research rejection message, make necessary changes and rebill the services
• Review pre-eligibility checks, verify if suggested charges are appropriate, and make necessary changes
• Work with clinic staff when billing and balance inquiries take place in the patient-facing clinics
• Scan and index documentation into the document management system
• Work as a contributing and collaborative team member with others in the billing office to complete billing processes timely, effectively, and efficiently
• Attend all staff meetings and education workshops/training and notify Billing Manager of any questions/training needed to perform the role
• Report any issues relating to staffing, morale, work methods, and procedures to the Billing Manager in a timely manner
• Performs other duties as assigned

Requirements:

• High school diploma or equivalent GED required
• Must be able to read, write, and speak English fluently
• Minimum of two (2) years of billing and insurance experience
• Experience with email, internet, and Microsoft office products
• Ability to communicate effectively with both internal team members and external customers
• Excellent organizational skills and the ability to multi-task and make quick but accurate decisions
• Continuous speaking, hearing, and visual effort
• Must have the ability to communicate effectively and work independently
• Continuous mental and visual concentration requiring attention-to-detail and accuracy
• Working conditions are typical to a normal office or individual home office environment
• Must possess manual dexterity to operate computer and other office equipment
• Ability to perform repetitive tasks associated with technology use (phone, computer, applications, and software)
• Must be able to bend, stoop, kneel, or crouch as part of job functions
• Ability to lift and carry up to twenty-five (25) pounds when necessary
• Knowledge of procedure codes, diagnosis, and insurance specifications preferred