Job Description

• Researches, resolves, and documents patient (and other clientele) inbound calls involving a wide range of issues utilizing multiple information systems. 
• Answering Billing Concerns of the patients.
• Investigates payment status and determines ultimate patient financial responsibility.
• Processing payment from the patients over the phone.
• Obtaining correct/updated insurance information to the patient. Includes adding the said insurance details to the PMS or escalating it over to AR Team to have it taken care of.
• Soft follow up on out-of-pocket cost to the patient’s processing payments over the phone
• Patient Collections
• Reconcile patient balance (insurance vs patient)
• Work with Accounts Receivable team for claim resubmission
• Setting up and managing payment plans
• Handling credit card disputes
• Collection Agency Collaboration
• Working collection agency patient disputes
• Uploading and maintaining patient accounts in collection agency software
• Bankruptcy
• Managing bankruptcy cases (Client Specific Protocol)
• Work within guidance of Billing Compliance Plan
• Maintain and follow strict privacy, confidentiality, and safety protocols
• Comply with all government regulations around the following: HIPAA, OSHA, PCI DSS

Education:

Must be at least a high school graduate.

Proof of education is required for onboarding (Diploma or TOR).

Experience:

Experienced Hiring: Minimum of 1-year BPO voice experience in Healthcare or Revenue Cycle Management (RCM).

Not accepted: Experience limited to Durable Medical Equipment (DME) or pure back-end healthcare support.

Fresher Hiring: Minimum of 6 months BPO (International) voice experience