Job Title: Medical Billing Specialist/Specialist Customer Accounts
Duration: 6 Months
Work Location: Livermore, CA
Shift Timings: 7:30 AM - 4:30 PM
Position Summary
The position of Customer Accounts Specialist is within our Revenue Cycle Management department located in Livermore, California. In this role, you will be responsible for handling inbound calls regarding questions on billing statements and the follow-up of outstanding patient balances. A working knowledge of billing, insurance, and interpreting EOBs is mandatory. The representative will be tasked with resolving unpaid accounts in a timely and efficient manner while maintaining quality and production standards set for the position. This job description will be reviewed periodically and is subject to change by management.
Key Responsibilities:
- Communicate with up to 50 patients each day through phone calls and emails in a professional and courteous manner.
- Handle a variety of inquiry categories including questions about patient statements, billing, and general questions.
- Help reconcile patient accounts to ensure correctness of patient statements. Demonstrate a working knowledge of Medicaid, Medicare programs, and commercial insurances.
- Ability to interpret Explanations of Benefits or Remittance Advice (EOB or RA).
- Able to explain a billing statement and methodology.
- Maintain accurate and complete records concerning collection activity on all accounts according to company procedures.
- Process requests quickly, accurately, and consistently with general supervision.
- Submit adjustment/refund requests if needed.
- Keep management informed of areas of concern and problems identified.
- Assist in monthly closing by assuring all appropriate information is entered into the system.
- Process credit card payments.
- Monitor hardship applications.
- Process correspondence, as assigned.
- Perform other related duties as assigned.
- Follow all HIPAA guidelines.
Basic Qualifications & Education:
- High school graduate or equivalent required.
- Strong verbal and written communication skills.
- Knowledge of Revenue Cycle Customer Billing.
- Excellent oral and written communication skills are preferred.
- Detail-oriented with a focus on exceptional customer service.
- Strong time management skills and ability to manage individual assignments.
- Ability to work in a team environment.
- Strong attention to detail.
- Requires the ability to work with and maintain confidential information.
Preferred Qualifications:
- Secondary education or Medical Certification.
- Experience in the healthcare industry is preferred.
- Knowledge of customer relationship management (CRM) tools and related analytics desired.
Competencies:
- Experience with Microsoft Office Suite - Word, Excel, PowerPoint required.
- Familiarity with performance metrics and ability to meet identified targets required.
- Strong customer service skills and professional demeanor required.
- Working knowledge of HIPAA and the Affordable Care Act.
- Must have an aptitude for problem-solving and staff coaching/training.
- Must be able to communicate both written and orally in a business-professional manner.
- Must possess the ability to effectively present information in one-on-one and small group situations to customers and other employees.
- Must possess the ability to work in an environment of multiple concurrent tasks and constant interruptions.
- Analytical skills are required.