About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

Essential Functions: Researching, Resolving and Correcting Patient Account issues

• Handle telephone inquiries from patients, insurance carriers, and other parties in a call center environment.
• Respond to all patient inquiries and complaints that may pertain to all phases of patient accounts including billing, payments, and claims processing.
• Verify insurance related issues with online payer websites.
• Route required documentation such as patient ledgers, receipts, EOB’s and chart notes to the appropriate areas.
• Submit and track escalated complaints through E-Risk Management system.
• Audit patient accounts to ensure accuracy and complete corrections if needed.
• Post and distribute patient payments, and request refunds.
• Approve and establish patient payment plans.
• Research and respond to correspondence and patient CRM messages.
• Provides excellent customer service in all situations.
• Explains billing terms accurately in simple language so that the patient can understand the explanation and how it applies to their particular situation.
• 100% follow up for call backs to patients when necessary and as indicated by patient or supervisor.
• Takes notes of recurring questions or problems that may indicate a trend and/or be resolved by updates to changes in policy, procedure or workflows.
• Assist with Cascade Credit Consulting with bad debt questions and verification.

General Job functions:

• Effectively participates and contributes as a member of a team, making contributions to organizational efficiency and effectiveness.score: N/A
• Demonstrates willingness to work cooperatively with others for the purpose of achieving Summit Health Management business objectives
• Communicates effectively with others using the range of methods and tools available in both individual and group settings and with co-workers, patients, internal and external customers.
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• Clearly conveys ideas, concepts, and directions; listens attentively to others’ points of view; keeps others informed about things that affect them through clear, timely, open, and honest communication.
• Respects and works effectively with individuals having diverse styles, abilities, motivations, and backgrounds; has the commitment and ability to include one’s own as well as others’ different cultural perceptions, assumptions, norms, beliefs and values.
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• Contributes to a work environment in which differences are valued, encouraged, and supported.
• Demonstrates behaviors that reflects and maintains a positive attitude; exhibits integrity, honesty, trust, manners and etiquette and a strong work ethic.
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• Commitment to Summit Health Management’s mission, values and goals.
• Takes pride in their appearance and adheres to Summit Health Management’s dress code.
• Reports for scheduled shifts on-time; completes work assignments while demonstrating productive work habits.
• Maintains effectiveness when experiencing changes in the work environment or conditions affecting Summit Health Management.
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• Recognizes, initiates, engages and alerts others regarding the need for change.
• Adapts positively to change in direction, priorities, schedules and responsibilities.
• Complies with all state/federal regulations, and published guidelines as stated in Summit Health Management’s policies and procedures.
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• Performs and accomplishes assignments independently, requiring minimal supervision.
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• Sees and acts upon opportunities.
• Independently recommends ideas and projects, promptly addresses problems and develops solutions.
• Acts independently within established guidelines.
• Strives to provide superior services for patients, internal and external customers, making each interaction a positive one. Delivers quality service through a customer-focused mindset that acknowledges the importance and value of the person being served.
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• Recognizes the patient or designee as the source of control and full partner in providing compassionate and coordinated care based on respect for patient’s preferences, values and needs.
• Develops and maintains strong external/internal customer partnerships by identifying and anticipating needs and meeting/exceeding requirements and specifications.

Physical Job Requirements:

• Dexterity of hands and fingers
• Endurance (e.g. continuous typing, prolonged standing/bending, walking)
• To perform this job successfully, an individual must be able to perform each essential duty and physical demands satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Certification, Computer and Training Requirements:

• High School Graduate/GED required.
• 2 years of medical billing and customer service experience required.
• Working knowledge of ICD-10 CPT and HCPS coding and fundamentals of medical billing.
• Working knowledge of HIPPA regulations.
• Proficiency in Microsoft Office programs especially Word, Excel, and Outlook.
• Excellent organizational, interpersonal and communication skills.
• Detail oriented and able to handle a high volume of work at a constant pace in a call center environment.
• Ability to communicate in English, both orally and in writing required.
• Strong multi-tasking, and priority setting skills required.
• Ability to make complex and time pressured decisions with high degree of accuracy required.
• Experience with Standard Office Equipment (Phone, Fax, Copy Machine, Scanner, Email/Voice Mail) required.

Travel:

• Travel to satellite locations as needed

This is a non-exempt position. The base compensation range for this role is $18.00/hr - $20.00/hr. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan.

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.