Professional Physical Therapy
Customer Service Representative
Professional Physical Therapy, New York, New York, United States
Position Description:
The Customer Service Specialist serves as Professional Physical Therapy’s primary contact for all patient billing inquiries. The Customer Service Specialist functions as a liaison between PPT and patients, providers and payers for all billing matters related to account resolution. Pay:
$22.95 - $24.77 Principal Duties and Responsibilities: ·
Accepts all payments, makes outbound calls and accepts all inbound calls; ensures all calls are responded to from all parties (patients, clinics, insurance carriers, vendor) within a specific response-to-call timeframe and with the intent to resolve the caller’s concern. ·
Assists patients in understanding billing statements to ensure swift resolution of outsizing balances. ·
Makes necessary charge corrections to accounts to ensure patient ledger is an accurate reflection of the services provided. ·
Utilizes all necessary tools and resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence. ·
Has an in depth understanding of different payer regulations/requirements and communicates effectively with patients regarding their Explanation of Benefits (EOB). ·
Easily navigates Raintree and the Raintree ledger. ·
Ensures all accounts are documented accurately. ·
Follows scripts that are developed by the RCO management team to facilitate consistent and expedient account resolution. ·
Reviews all returned mail, contacts patients to verify current address, updates demographic information in Raintree, follows process to send statement to current address. ·
Responds to all patient calls to customer service regarding benefit questions, reviews Raintree TVBEN, utilizes insurance websites, and follows up with necessary department as needed. ·
Completes written responses to patients and customers regarding account resolution and complaint recovery. ·
Assists Customer Service team with patient balances and statement review. ·
May assist with submitting authorizations and authorizations follow up. ·
May assist with benefit verification, specifically during re-verification time. ·
Works with insurance carriers for claims follow up and status of outstanding bills. ·
Works with specific reports from Raintree and Yellowfin to ensure accuracy. ·
Reviews collection files prior to patients being sent to collections. ·
Provides support to staff for all functions of the RCO. ·
Able to identify and rectify potential problems within specific projects. ·
Behaves in a manner consistent with Professional’s mission, vision, and values. ·
Maintains a working knowledge of HIPAA, OSHA, Risk Management, and compliance regulations. ·
Attends Company meetings as required. ·
Practices confidentiality in accordance with Company policies and all laws and regulations. ·
Other duties as assigned by RCO Management. Requirements ·
Previous work experience (minimum three years) with healthcare customer service required. ·
Bachelor’s degree preferred. ·
Fully proficient in Raintree Navigation. ·
Must demonstrate consistency in exceeding productivity goals. ·
Strong organizational and time management skills are required. ·
Establishes a collaborative environment capitalizing on employee talents, experience, interests, and diversity to reach high performance. ·
Embraces diversity within the work environment and consistently deals with internal and external customers in a friendly and respectful manner; supports teamwork and cooperation with work partners in daily activities. ·
Excellent analytical and problem-solving skills. ·
Excellent communications skills are required. · Ability to work independently and follow-through and handle multiple tasks and/or special projects simultaneously.
The Customer Service Specialist serves as Professional Physical Therapy’s primary contact for all patient billing inquiries. The Customer Service Specialist functions as a liaison between PPT and patients, providers and payers for all billing matters related to account resolution. Pay:
$22.95 - $24.77 Principal Duties and Responsibilities: ·
Accepts all payments, makes outbound calls and accepts all inbound calls; ensures all calls are responded to from all parties (patients, clinics, insurance carriers, vendor) within a specific response-to-call timeframe and with the intent to resolve the caller’s concern. ·
Assists patients in understanding billing statements to ensure swift resolution of outsizing balances. ·
Makes necessary charge corrections to accounts to ensure patient ledger is an accurate reflection of the services provided. ·
Utilizes all necessary tools and resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence. ·
Has an in depth understanding of different payer regulations/requirements and communicates effectively with patients regarding their Explanation of Benefits (EOB). ·
Easily navigates Raintree and the Raintree ledger. ·
Ensures all accounts are documented accurately. ·
Follows scripts that are developed by the RCO management team to facilitate consistent and expedient account resolution. ·
Reviews all returned mail, contacts patients to verify current address, updates demographic information in Raintree, follows process to send statement to current address. ·
Responds to all patient calls to customer service regarding benefit questions, reviews Raintree TVBEN, utilizes insurance websites, and follows up with necessary department as needed. ·
Completes written responses to patients and customers regarding account resolution and complaint recovery. ·
Assists Customer Service team with patient balances and statement review. ·
May assist with submitting authorizations and authorizations follow up. ·
May assist with benefit verification, specifically during re-verification time. ·
Works with insurance carriers for claims follow up and status of outstanding bills. ·
Works with specific reports from Raintree and Yellowfin to ensure accuracy. ·
Reviews collection files prior to patients being sent to collections. ·
Provides support to staff for all functions of the RCO. ·
Able to identify and rectify potential problems within specific projects. ·
Behaves in a manner consistent with Professional’s mission, vision, and values. ·
Maintains a working knowledge of HIPAA, OSHA, Risk Management, and compliance regulations. ·
Attends Company meetings as required. ·
Practices confidentiality in accordance with Company policies and all laws and regulations. ·
Other duties as assigned by RCO Management. Requirements ·
Previous work experience (minimum three years) with healthcare customer service required. ·
Bachelor’s degree preferred. ·
Fully proficient in Raintree Navigation. ·
Must demonstrate consistency in exceeding productivity goals. ·
Strong organizational and time management skills are required. ·
Establishes a collaborative environment capitalizing on employee talents, experience, interests, and diversity to reach high performance. ·
Embraces diversity within the work environment and consistently deals with internal and external customers in a friendly and respectful manner; supports teamwork and cooperation with work partners in daily activities. ·
Excellent analytical and problem-solving skills. ·
Excellent communications skills are required. · Ability to work independently and follow-through and handle multiple tasks and/or special projects simultaneously.