Customer Service Specialist

Job Type

Full-time

Description

GENERAL SUMMARY

The Customer Service Specialist is responsible for communicating with patients regarding billing inquiries,

concerns, and discrepancies. This includes ensuring accuracy and efficiency of patient financial operations and

providing financial, administrative, and clerical services. The Customer Service Specialist will secure patient

revenue by processing and monitoring all incoming patient payments, verifying patient receipts, and resolving

any discrepancies in compliance with financial policies and procedures.

ESSENTIAL JOB FUNCTION / COMPETENCIES

Responsibilities include but are not limited to :

• Facilitates overdue patient balances and resolves bad-debt accounts by following bad-debt controls
• checklist, examining patient accounts, payment history, phone calls attempted and coordinating contact
• with collection agency.
• Reviews account information to identify trends, preventable root cause issues, and communicates these
• to Supervisor.
• Processes all returned mail by contacting patient and ensuring correct address is on file.
• Provides financial advocacy for patients by having working knowledge of budget and payment program
• policies and charity care policies.
• Prepares accounts for collection agency by making them valid or authorized adjustments, scanning, and
• sending accounts to vendor.
• Works patient AR (Accounts Receivable) daily to keep up with management productivity standards.
• Submits all patient refunds to Credit Balance and Refunds Specialist to balance patient accounts.
• Prepares daily bank deposits.
• Assists front desk / call center staff with delinquent accounts.
• Communicates with Financial Counselor Specialist, Payment Posting Specialist, Claim Resolution
• Specialist, and Business Office staff when necessary to resolve errors and clarify issues.
• Stays accountable to quality and productivity standards, and monitoring compliance with policies and
• procedures.
• Identifies process opportunity trends, preventable root cause issues, and recommend ways to improve
• efficiencies.
• Participates in special projects, personal development training, and cross training as instructed.
• Informs Supervisor of trends, inconsistencies, discrepancies for immediate resolution.
• Works in conjunction with peers and functional areas of the Business Office department for the
• betterment of completing tasks and the company overall.
• Ensures adherence to third party and governmental regulations relating to coding, billing,
• documentation, compliance, and reimbursement.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in
• complying with all applicable laws and regulations. This will include and not be limited to following the
• Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures;
• maintaining the confidentiality of patients' protected health information in compliance with the Health
• Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns
• and / or violations to a supervisor and / or the Compliance Department; and the timely completion the
• Annual Compliance Training.

Requirements

KNOWLEDGE | SKILLS | ABILITIES

EDUCATION REQUIREMENTS

EXPERIENCE REQUIREMENTS

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