Customer Service Specialist

United Surgical Partners International, Inc is seeking a remote Customer Service Specialist to manage incoming patient and insurance calls. The role involves handling inquiries, resolving account issues, and collaborating with various departments while maintaining a high level of customer service.

Responsibilities:

• Handle a high volume of in-and-outbound phone calls to address various questions and concerns
• Researches any overdue account balances that are fully or partially unpaid and follow up by mail and/or phone to patients on delinquent payments
• Respond promptly to patient/internal team inquiries with clear communication and high-quality service
• Research customer's accounts thoroughly and documents appropriately
• Resolves discrepancies and prepare adjustments and refunds as necessary
• Collaborates with various departments within the Central Billing Office to resolve requests
• Ensure that all information regarding collection activity on accounts is entered accurately into the system
• Responds to written requests submitted electronically and ensures timely resolution
• Brings recurring issues to the attention of the department supervisors/manager
• Conduct duties with empathy, support, respect, and professionalism at the core of every interaction
• Evaluates and identifies priority accounts
• Performs other duties as required

Requirements:

• Prior experience in working with difficult or upset customers and knowing how to manage escalation is necessary
• The primary responsibility for CSR's is answering phones and returning voicemails to callers
• The secondary responsibility is to resolve written requests from an assigned worklist
• Research into multiple files and systems, as well as collaboration with several departments is necessary
• This takes critical thinking and a thorough working knowledge of Revenue Cycle Management (RCM) to be able to handle the request effectively and efficiently
• This position has daily production benchmarks to help measure progress in meeting KPI's
• This position requires strong interpersonal skills to regularly interact professionally, promptly, and courteously with patients, internal teams, and surgery centers, while responding to their inquiries/requests
• Collections experience is very helpful to work accounts and assist in working requests and resolving patient concerns
• Knowledge of how to interpret an Explanation of Benefits (EOB, RA, Remit) and how to read the PAS Ledger and notes is a must
• This position requires a high level of multi-tasking, technical ability, prioritization, time management, and organization
• Accessing multiple systems and applications is a requirement
• Handle a high volume of in-and-outbound phone calls to address various questions and concerns
• Researches any overdue account balances that are fully or partially unpaid and follow up by mail and/or phone to patients on delinquent payments
• Respond promptly to patient/internal team inquiries with clear communication and high-quality service
• Research customer's accounts thoroughly and documents appropriately
• Resolves discrepancies and prepare adjustments and refunds as necessary
• Collaborates with various departments within the Central Billing Office to resolve requests
• Ensure that all information regarding collection activity on accounts is entered accurately into the system
• Responds to written requests submitted electronically and ensures timely resolution
• Brings recurring issues to the attention of the department supervisors/manager
• Conduct duties with empathy, support, respect, and professionalism at the core of every interaction
• Evaluates and identifies priority accounts
• Performs other duties as required
• Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data
• Excellent internal/external customer services skills both verbal and written
• Must exhibit the ability to articulate well in email and written form and send clear and concise communication, with internal requests following UPSI internal communications protocols
• The ability to meet critical deadlines
• Intermediate knowledge of Word, Excel, PowerPoint, Access, and Outlook
• Sound judgement and strong skills with respect to interpersonal relations, critical thinking, problem solving and analysis
• Be able to multi-task and handle competing priorities while meeting or exceeding deadlines
• Must be proficient in computer skills necessary to perform job duties and must have strong knowledge of computerized billing systems
• Must possess a positive attitude to enhance a cooperative and energetic work environment
• Excellent knowledge of health care billing procedures, documentation, regulations, payment cycles and standards
• Must be flexible to perform the various tasks required by the department on a daily basis
• High School Diploma or equivalent
• Prior A/R experience in a medical setting preferred
• Bilingual is preferred
• Patient collections experience for 1 year or more preferred