Description
$20BB23647
Pasadena, CA 91103
5+ Months
*10 Openings*
Patient Billing Resolution Rep.
Job Title: PATIENT BILLING RESOLUTION REP
Education Requirement: High school diploma and/or GED
Qualifications: Minimum 2 consecutive years customer service experience within the last four years.
• Minimum 2 consecutive years collector or biller experience within the last four years.
• Knowledge of billing and collection rules, regulations and other pertinent payer specific requirements.
• Proficient with patient accounting and computerized collection systems and use Windows operating system and Microsoft Office Applications (WORD, EXCEL, etc.).
• Problem solving skills.
• Ability to read, write and perform mathematical computations at a high school level.
• Above average active listening, communication (verbal and written), and persuasion skills, along with exceptional customer service skills.
• Ability to work well in a team environment and within the Labor Management Partnership guidelines and effectively participate in Unit Based Teams.
• Type 45 words per minute
• Must be able to sit at a computer screen and keyboard for extended periods of time.
• Ability to lift 10 lbs.
• Ability to handle rapid and high incoming call volumes for extended periods of time and use a headset.
Preferred Experience:
• Customer service experience in a call center environment preferred within a healthcare environment.
• Knowledge of all health care collections lines of business.
• Multi-lingual
• AA degree in Business, or certification in insurance billing or collections issued by an accredited institution.
Certification: None
Licensure: None
Position Summary:
This position is responsible for resolving North, South, and Out of Region customer’s billing issues/disputes within the collections call center and research environment. Skills required include analyzing account data, research and verification utilizing multiple systems, multi tasking and communicating with internal and external customers. Also, resolves outstanding receivables through direct payment, payment negotiation, bad debt write off, revenue reversals and agency assignment for Self-Pay accounts.
Representative Duties:
• Handles high volumes of in-bound calls and meets established CLIENT metrics and goals.
• Responds to incoming communications including correspondence, inquiries from patients, guarantors, third parties, attorneys and other CLIENT facilities or departments regarding accounts. This includes timely response to grievances and other regulatory concerns.
• Follows-up and performs collection of outstanding balances on accounts.
• Makes recommendations to refer accounts to appropriate parties for issue resolution such as other Collection Teams, Member Services, MFA Unit, etc.
• Evaluates account status by utilizing manual information sources and/or CLIENTHC work queues.
• Maintains accurate account information by updating accounts receivable systems and department databases.
• Gathers information and makes recommendations related to adjustments of uncollectible balances and processes account appropriately.
• Identifies credits balances and route accounts to appropriate work queues.
• Identifies and communicates suggestions for improving department processes, procedures and customer relations via the appropriate forums within client.
• Performs other duties as assigned.
• Complies with legal and ethical requirements to protect patient, employee and KFHP confidentiality.
• Upholds client Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
• Ensures compliance with applicable local, state, and/or federal laws and regulations, including organization policies and procedures.
• Consistently supports compliance and the Principles of Responsibility (client‘s Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulation, accreditation and licenser requirements (if applicable), and client’s policies and procedures.
Note: Internal PFS candidates may have job advancement opportunities via the PFS Career Ladder, and should consult with their supervisor and/or manager.
Hours: Training = 8 - 5 PM, Normal Schedule: could fluctuate from 7:45 - 5:45 PM Monday thru Friday
Work Environment: Call Center environment
Position reports to: 5 Supervisors
No Direct Reports
Part of a team of reps but basically will be working their own workload as a call agent
It would be great if they have call center experience because this would be a bit of a shock to the system if they don't already have it - and healthcare experience would be preferred.
This project is scheduled to run 6 months and they would love to bring these people on perm if they are a good candidate.