What are the responsibilities and job description for the PATIENT ACCOUNT CUSTOMER CARE position at OrthoAlliance MSO, LLC?
PATIENT ACCOUNT CUSTOMER CARE
OrthoAlliance's main focus is patients and the care they receive! Are you a problem solver and like to help people? Why not combine the two and become a Patient Account Customer Care representative!! In this role, you will be a part of the team providing quality care to patients by answering questions regarding their account and resolving issues! You will also help patients navigate the insurance realm and answer questions accordingly!
Full-Time employment Monday thru Friday Hours 8:30 am - 5:00 pm, 1/2 hour lunch
Position is based out of our Summit location in Sharonville for training the first 30 - 45 days then the position will be work from home.
Complete Job Description Below
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Position Summary:
Receive incoming calls from patients regarding their medical accounts and outstanding invoices. Summarize account details and relay information to the patient. Perform outbound calls in an attempt to resolve open accounts with patients and answer questions. Ensure patient satisfaction for each patient using tools provided such as scripting, computer systems, and training received.
Position Responsibilities/Standards:
General
- Attend department, clinic or company meetings as required
- Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns
- Consistently work in a positive and cooperative manner with fellow staff members.
- Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as re-prioritizing work as necessary.
- Attend required annual in-service programs.
- Demonstrate knowledge and understanding of all company policies and procedures. Adheres to established facility safety requirements and procedures to ensure a safe working environment. Identifies potentially unsafe situations and notifies supervisor.
Specific Duties
- Initiates proactive measures that result in account resolution.
- Responds timely and accurately to all incoming correspondence and inquiries from patients and other appropriate parties.
- Initiates contact with patient, follow up accounts, and works new account inventory.
- Responds to all phone calls in an efficient and courteous manner.
- Writes appropriate notes in system for every account, including any action taken.
- Handles in a professional and confidential manner all correspondence (if applicable), documentation, and files.
- Speaks with patient/guarantor to find insurance information, third-party sponsorship, financial assistance, settlement, or to begin charity process. Responsible for forwarding information found to appropriate department.
- Establishes payment arrangements according to preset guidelines.
- Accepts credit card payments or check via phone (client specific)
- Receives and answers inquiries or complaints concerning self-pay accounts; gathers information for timely resolution of issues or insurance related accounts.
- Identifies and elevates issues, as appropriate, to the supervisor or management.
- Maintain individual work queues or reports.
Education/Experience Required:
- High school graduate or equivalent.
- Customer service experience
Experience Preferred:
- Call Center
- Medical Billing
- Computer Systems – Windows
- Keyboarding/Typing skills
- Verbal and written communication skills
Work Environment/Physical Requirements:
Physical requirements for the position include the ability to frequently hear and communicate orally, see up close and at a distance, read and comprehend, stand, sit, walk, reach, handle, and feel objects. Must be able to climb, pull, push and kneel. Maximum unassisted lift = 25 lbs. Average lift less than 10 lbs.
