Patient Service Resolution Representative

Job Posting Closing Date: Open until Filled

Where do you belong?

Your career is more than just a job, it's part of your life. Whether you’re a clinician, or non-clinical professional,  at USACS you'll feel a sense of connection working with clinicians and office staff who share your interests and values. We want you to love coming to work each day because you believe in what you do and the people with whom you work. We care about your success.

USACS also understands that location is important. We offer  career opportunities for clinicians and non-clinical support staff from New York to Hawaii and numerous points in between. Our supportive culture,  outstanding benefits and competitive compensation package is best in class.

Job Description

The Patient Services Resolution Representative serves as a key point of contact for patients with billing concerns at USACS. This role requires clear communication, problem-solving skills, and the ability to manage multiple tasks efficiently. The representative uses their knowledge of billing, insurance, and payment policies to resolve inquiries, collect payments, and provide payment options while maintaining professionalism and confidentiality.

Location: Remote

ESSENTIAL JOB FUNCTIONS:

• Handle high volume of inbound calls from patients, patient representatives, attorneys, and insurance companies.
• Accurately identify caller’s needs and resolve inquires in a timely and accurate manner.
• Research and document billing issues by following documented standard work policies, procedures and department resources effectively.
• Utilize escalation protocols when necessary to address complex accounts.
• Communicate USACS billing policies clearly as they relate to patient accounts. 
• Identify in billing concerns and issues; and take proactive steps to minimize negative impacts to the patient, department, and/or company.
• Maintain strict confidentiality and professionalism in compliance with HIPAA and USACS Code of Conduct, House Rules, Missions, and Values.
• Performs various duties including but not limited to: research accounts, processing payments/adjustments, and processing incoming correspondence from patients, attorneys, insurance companies, etc.  
• Adhere to department schedule and department attendance policies to ensure adequate coverage of call center hours

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to provide the highest quality of Customer Service to patients, hospital staff, co-workers, etc.
• Exceptional phone skills and active listening, with a great emphasis on being able to communicate with patients/customers, co-workers, and management.
• Ability to adapt communication style to different types of callers, while maintaining professionalism, composure, and empathy
• Proficiency with Windows applications, including Excel, Word, and Outlook
• Understanding medical insurance terminology; familiarity with ICD-10 and CPT coding is beneficial. 
• Basic math skills for handling calculations related to payments and balances. 
• Effective multitasking, prioritization, and time management abilities. 
• Self-motivated with the capacity to work independently and collaboratively. 
• Comfortable working in a fast-paced, dynamic environment and open to learning new processes.  Must be able to work in a fast paced, ever-changing environment
• Displays an eagerness and capacity to learn when faced with new situations and problems
• Willingness to request patient payments and assist in settling account balances. 
• Receptive to constructive feedback and continuous improvement. 

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.
• Experience in call centers, customer service, medical insurance, or billing is helpful, but not required. 

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds. 
• Required to have close visual acuity to perform job.

Hourly Rate: $14.53 - $26.88

The wage for this position is $18.25 per hour

USACS offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of our employees.

Benefits may vary based on role, location, and employment status, but generally include:

• Medical, dental, and vision insurance options

• Health savings accounts (HSA) and flexible spending accounts (FSA)

• 401(k) employee and employer contributions

• Paid time off, including vacation, sick leave, and company holidays

• Paid parental leave & family support benefits

• Short-term and long-term disability insurance

• Life and accidental death & dismemberment (AD&D) insurance

• Employee assistance programs & wellness resources

Additional compensation may include bonus eligibility, equity, or other incentive programs, depending on the role.

Specific benefit offerings and eligibility will be provided during the hiring process and may be subject to change in accordance with applicable laws and company policies.