What are the responsibilities and job description for the Patient Customer Service Representative (PCSR) position at BEACON BEHAVIORAL SUPPORT SERVICES?
Patient Customer Service Representative (PCSR)
Qualifications:
High school diploma or equivalent required; bachelor's degree preferred.
Minimum of 3 years of experience in healthcare call center with a focus on benefits inquiries from patients.
Strong knowledge of medical terminology, insurance terminology, and healthcare billing practices.
Proficiency in using insurance verification software and online portals.
Excellent communication, interpersonal, and problem-solving skills.
Strong attention to detail and accuracy.
Ability to work independently and as part of a team.
Proficient in Microsoft Office Suite (Word, Excel, Outlook).
Knowledge of HIPAA regulations.
SPECIFIC RESPONSIBILITIES AND DUTIES
- Receive and respond to patient inquiries through phone, email or other communication channels.
- Provide accurate and relevant information to patients regarding their services and billing.
- Resolve patient inquiries and concerns in a timely and professional manner.
- Use problem-solving skills to troubleshoot patient issues and provide effective solutions
- Update and verify demographics, and patient eligibility and benefits utilizing payer websites and/or calls to insurance companies.
- Gather and enter referral or authorization information according to payer regulations as needed.
- Work assigned patient aging reports, inform patients of outstanding balances, and collect on past due balances.
- Enter payment arrangements for patients to pay off past due balances.
- Process patient payments over the phone.
- Document notes in computer/EHR system regarding collections, payment arrangements, and additional conversations.
- Identify clients for bad debt adjustments.
- Escalate patient refund requests to leadership after careful account review.
- Identify billing errors and escalate to the supervisor for resolution.
- Maintains the highest professional ethics with interacting with patients and co-workers
- Maintain positive working relationships.
- Escalate and/or report out issues to RCM leadership.
- Any other duties as assigned.
Preferred Experience
- Ability to handle heavy patient volume
- Customer service experience
- Knowledge of insurance verification and medical billing
- Healthcare, medical, office administration
