Researches, resolves, and documents patient (and other clientele) inbound calls involving a wide range of issues utilizing multiple information systems. This includes communications with internal business centres and external customers. Assures customer agreement by summarizing and closing each call appropriately.
Answering Billing Concerns of the patients. This includes calls with insurance rep, attorney representatives and other patient's representatives and advocates
Investigates payment status and determines ultimate patient financial responsibility.
Collect outstanding balance, offer patient assistance with financial responsibility through various financial options. Processing payment from the patients over the phone.
Obtaining correct/updated insurance information to the patient. Includes adding the said insurance details to the PMS or escalating it over to AR Team to have it taken care of.
Soft follow up on out-of-pocket cost to the patient's processing payments over the phone
Patient Collections:
Reconcile patient balance (insurance vs patient)
Work with Accounts Receivable team for claim resubmission
Setting up and managing payment plans
Handling credit card disputes
Collection Agency Collaboration
Working collection agency patient disputes
Uploading and maintaining patient accounts in collection agency software
Bankruptcy
Managing bankruptcy cases (Client Specific Protocol)
Policies
Work within guidance of Billing Compliance Plan
Maintain and follow strict privacy, confidentiality, and safety protocols
Comply with all government regulations around the following: HIPAA, OSHA, PCI DSS
