Customer Service Representative
Professional Physical Therapy
Melville, new york
Job Details
Full-time
Full Job Description
Position Description: The Customer Service Specialist serves as Professional Physical Therapy’s primary contact for all patient billing inquiries. The Customer Service Specialist functions as a liaison between PPT and patients, providers and payers for all billing matters related to account resolution.
Pay: $20-24/hour
Principal Duties and Responsibilities:
· Accepts all payments, makes outbound calls and accepts all inbound calls; ensures all calls are responded to from all parties (patients, clinics, insurance carriers, vendor) within a specific response-to-call timeframe and with the intent to resolve the caller’s concern.
· Assists patients in understanding billing statements to ensure swift resolution of outsizing balances.
· Makes necessary charge corrections to accounts to ensure patient ledger is an accurate reflection of the services provided.
· Utilizes all necessary tools and resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence.
· Has an in depth understanding of different payer regulations/requirements and communicates effectively with patients regarding their Explanation of Benefits (EOB).
· Easily navigates Raintree and the Raintree ledger.
· Ensures all accounts are documented accurately.
· Follows scripts that are developed by the RCO management team to facilitate consistent and expedient account resolution.
· Reviews all returned mail, contacts patients to verify current address, updates demographic information in Raintree, follows process to send statement to current address.
· Responds to all patient calls to customer service regarding benefit questions, reviews Raintree TVBEN, utilizes insurance websites, and follows up with necessary department as needed.
· Completes written responses to patients and customers regarding account resolution and complaint recovery.
· Assists Customer Service team with patient balances and statement review.
· May assist with submitting authorizations and authorizations follow up.
· May assist with benefit verification, specifically during re-verification time.
· Works with insurance carriers for claims follow up and status of outstanding bills.
· Works with specific reports from Raintree and Yellowfin to ensure accuracy.
· Reviews collection files prior to patients being sent to collections.
· Provides support to staff for all functions of the RCO.
· Able to identify and rectify potential problems within specific projects.
· Behaves in a manner consistent with Professional’s mission, vision, and values.
· Maintains a working knowledge of HIPAA, OSHA, Risk Management, and compliance regulations.
· Attends Company meetings as required.
· Practices confidentiality in accordance with Company policies and all laws and regulations.
· Other duties as assigned by RCO Management.
Requirements
· Previous work experience (minimum three years) with healthcare customer service required.
· Bachelor’s degree preferred.
· Fully proficient in Raintree Navigation.
· Must demonstrate consistency in exceeding productivity goals.
· Strong organizational and time management skills are required.
· Establishes a collaborative environment capitalizing on employee talents, experience, interests, and diversity to reach high performance.
· Embraces diversity within the work environment and consistently deals with internal and external customers in a friendly and respectful manner; supports teamwork and cooperation with work partners in daily activities.
· Excellent analytical and problem-solving skills.
· Excellent communications skills are required.
· Ability to work independently and follow-through and handle multiple tasks and/or special projects simultaneously.