Overview
This role involves serving as a Patient Accounting Liaison responsible for managing inbound patient calls primarily related to collecting past due self-pay balances, establishing payment plans, addressing billing inquiries, and assessing financial hardship eligibility. The position supports accurate account receivable and coding review and collaborates with internal teams to resolve billing issues.
Responsibilities
- Handle a high volume of inbound calls (minimum 75 daily) from patients across multiple practices.
- Collect past due balances using effective communication and negotiation.
- Provide accurate responses to patient questions about billing, payment plans, and financial hardship programs.
- Assess patients' financial situations to determine eligibility for hardship programs and establish approved payment plans.
- Review accounts receivable and coding issues to ensure accuracy and resolve discrepancies.
- Meet predetermined schedules and performance targets, including daily and monthly collection goals.
- Collaborate with internal departments to resolve complex billing issues.
- Escalate unresolved patient issues to management for further investigation.
- Enter or update data related to registration, insurance, charges, payments, adjustments, and billing.
- Support inbound and outbound processes for Patient Accounting Liaison and Pre-Collections teams.
- Participate in the Care Harmony project, including handling escalated patient calls, placing tickets for Medicare credits and opt-out requests, and reviewing denials.
Requirements
- Minimum High School Diploma or GED.
- At least five (5) years of medical billing and insurance claim filing experience.
- Prior call center experience is highly desirable.
- Strong knowledge of accounts receivable processes and medical coding.
Skills and Competencies
- Excellent communication and interpersonal skills with the ability to handle challenging conversations empathetically and professionally.
- Detail-oriented with high accuracy in data entry and documentation.
- Proficient in Microsoft Office 365 (Word, Excel) and database software.
- Ability to multitask and navigate multiple technology programs simultaneously while on calls.
- Maintain HIPAA compliance and confidentiality.
- Ability to type at least 40 words per minute.
Technical Requirements
- High-speed, reliable internet connection.
- Quiet and private work environment to ensure confidentiality and minimize background noise.
- Proficiency with remote collaboration tools such as video conferencing, instant messaging, and customer relationship management systems.
- Adherence to security and privacy policies, including safeguarding patient information.
Additional Information
- This is a full-time, fully remote position with no travel required.
- Physical requirements include regularly sitting and standing for extended periods.
Compensation and Benefits
- Pay range: $19.00 - $24.00 per hour.
- Actual compensation depends on experience, education, skill level, and geographic location, in compliance with applicable laws.
Equal Opportunity
The employer is an equal opportunity organization and does not discriminate based on race, color, religion, age, sex, national origin, disability, veteran status, or sexual orientation.
Hiring Process
Candidates will be subject to a pre-employment background check. Applications will be accepted until the position is filled.