Apply on Employer Site

Orthopedic ONE · 3 months ago

Customer Service Specialist, Patient Accounts

Westerville, OH

Full-time

Onsite

Entry Level

1+ years exp

Orthopedic ONE is a healthcare company focused on providing excellent service to patients. They are seeking a Customer Service Specialist for Patient Accounts who will be responsible for addressing patient account inquiries, resolving concerns, and ensuring accurate processing of accounts while promoting a patient-centric approach.

Health CareHospitalMedicalTherapeutics

Responsibilities

Promote a patient-centric approach to resolving patient account balances

Engage with patients in various platforms including EMR portal messages, telephone calls, and in face-to-face communication

Perform inbound telephone coverage to answer account questions for patients/families. Calculates and collects payments appropriately for all patients

Performs duties necessary to ensure all accounts are processed accurately and efficiently

Reconcile claims issues and requests refunds when appropriate

Provides support to the scheduling department in identifying in-network insurance contracts and reimbursement policies

Research accounts receivable issues as required and directed

Process guarantor corrections due to registration errors and updates insurance information on file as needed

Works effectively with team and leadership to make suggestions about improving workflow and providing excellent service experiences

Communicates with patients, insurance carriers and other outside entities in a professional manner. Identifies solutions and responds professionally to patient concerns, i.e., pleasant tone of voice, courteous language, etc. Uses appropriate grammar and demonstrates tact and diplomacy in patient interactions, by phone and in person

Diffuses negative situations with patients and maintains a pleasant and professional tone during stressful circumstances and heavy workload

Communicates with staff members in a professional, pleasant manner; Shares information relevant to work, no gossiping or disparaging remarks, accepts work without complaint or provides reasons why assignment is unmanageable, asks and answers questions related to improving department performance

Willingly provides coverage, volunteers assistance, and maintains workflows within department as needed without direct instruction/supervision

Works cooperatively and refrains from participating in negative conversations

Shares knowledge and insights with co-workers in a constructive manner

Works to solve problems and address conflicts with appropriate person directly before involving leadership or uninvolved peers

Is considerate of others in the work environment with regard to taking breaks or meal periods, use of computer and phone, noise level in the department, etc

Knows and complies with policies and procedures as enumerated in the Orthopedic One Employee Handbook and policies and procedures documents

Provides assistance and support to leadership in implementing policies and procedures as necessary

Actively participates in training, and conducting day to day work activity by adhering to all policies and procedures as enumerated in compliance and risk management programs