Professional Physical Therapy

Compensation

Full 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: $22.95 - $24.77 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. · 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.