Patient Pay Specialist

Description

SUMMARY: Coordinates patient pay related activities associated with the care of service provided to the customers of the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide respectful and courteous service on every call to create sustainable customer relationships.
• Collect unpaid/past due revenue with the overall intent to return the customer back to good standing all while maintaining high call quality standard. 
• Provide account resolution. This includes contacting customers and negotiating satisfactory payment arrangements according to policy. This would include both inbound and outbound calls.
• Research, analyze, and settle all customer billing disputes. This requires taking the initiative and providing solutions to disputes. 
• Review Financial Hardship Applications for completeness and approval.
• Assist with companywide inquiries regarding patient balances. This includes answering technical support inquires via incoming calls, chat or email. Serves as troubleshooter for patient pay account receivable problems and as back-up troubleshooter for complete system.
• Follow company policy regarding deceased customers and their account, which may include communicating with frontline staff to arrange for equipment pickup.
• Sustain current knowledge on Medicare, Medicaid, and third party payer sources for equipment coverage. Maintain current manuals including insurance regulations, company procedures, office memos and correspondence.
• Responsible for reporting updates on vital information to the Billing Director as well as keeping management informed of changes that affects accounts receivable.
• Other duties as requested by management. 

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be professional, proactive and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Education and/or Experience

• High school diploma or general education degree (GED). 
• 3+ years in a medical related field and/or training or equivalent combination of education and experience.
• HDMS experience preferred but no required.

Skills & Abilities

• Vast knowledge of home medical equipment and insurance regulations.
• Experience with consolidation of paperwork. 
• A positive attitude, excellent communication skills, strong problem solving abilities, and sound judgment.
• Demonstrates the ability to take ownership in assisting, researching and resolving customer issues.
• Must take quick notes, access and navigate multiple systems while actively listening to customers. 
• Able to listen carefully in difficult circumstances and be able to provide accurate responses.
• Good computer and keyboard skills. Must have a high comfort level with computers and systems.

Language Skills

English, verbal and written. 

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure using a calculator.

Analytical & Problem Solving Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk and hear. Specific vision abilities required by this job include close vision. All employees are required to work in a safe manner.

WORK ENVIRONMENT

The work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Office environment with moderate noise level. 

TRAINING

Orientation and selected courses must be completed in the designated time frame.

ADDITIONAL QUALIFICATIONS

None

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position. This document is not to be construed as an employment contract of any kind.