JOB DUTIES

Responsible for answering incoming calls on an Automatic Call Distributions (ACD) system regarding the patient’s statement, which includes hospital and physician services. Research, facilitate and resolve simple to complex billing issues and communicate the findings to the caller. Address any questions or requests regarding their account, educate patients on insurance and medical billing processes, make any needed corrections the account.

Essential Functions

• Answer incoming calls 6 hours a day from patients, attorneys, insurance companies, clinic staff, and outside medical facilities.
• Facilitate to a resolution patient complaints regarding billing. Communicate key issues to other department management personnel as needed. Send timely follow up communication to ensure the necessary actions are completed.
• Verify insurance eligibility, load the payor plans if not past timely filing, and file claims for payment
• Review and interpret electronic remits and EOB’s to verify the account balances are correct. Make appropriate insurance adjustments and transfer patient charges to the correct Guarantor Account or HAR
• Make outbound calls and send letters to patients regarding the status or resolution of their billing issue. Provide patients with billing and payment records when requested.
• Review Attorney requests for HIPAA compliance and provide the requested billing records.
• Assist patients with meeting their Medicaid share of cost and file claims if eligibility has been updated.
• Review and correct self-pay discounts or package pricing discounts when needed.
• Review and facilitate the processing of insurance and patient credits for refund.

Temperament

Must be able to perform under stress when confronted with emergency, critical, or unusual situations. Must be capable of dealing with periodic cyclical workload pressures and levels of responsibility. Required to make independent judgments without supervision. Must be able to make generalizations, evaluations, or decisions based on sensory or judgmental criteria. Must have the adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. Requires the ability to work with people beyond giving and receiving instructions.

SKILLS, QUALIFICATIONS, AND REQUIRED EXPERIENCE

Skills, Knowledge, Abilities

Customer Service

• Ability to provide dynamic customer service using various techniques including positive language, calming presence, attentiveness, clear communication, and patience.

Communication

• Ability to communicate effectively and courteously, both orally and in writing.

Communication

• Concisely communicate and relate to all levels of the organization, customers and outside agencies.

Computers/Technology

• Computer literate with proficiency in Microsoft Office (Outlook, Word, Excel, Access, and Power Point), Adobe Acrobat, 10-key, and database management.

Organization/Prioritization

• Ability to organize and prioritize assignments to work independently as well as a collaborative team member.

Teamwork

• Strong team orientation.

Computers/Technology

• Verifying eligibility via Internet web-sites.

Attention to Detail

• Attention to detail and quality of work.

Critical Thinking/Sound Judgement

• Self-directed with sound judgment and able to adapt quickly, handling multiple, competing tasks with appropriate prioritization.

Professionalism

• Ability to deal with stressful situations and maintain professional demeanor.

Experience Requirements

Length of Experience Type of Experience Required/Preferred

3 years Physician Medical billing including follow-up, and registration - required

2 years Customer Service, preferably in a phone center environment - required

Up to 1 year Personal computer including Microsoft Office (Outlook, Word, Excel) required

Up to 1 year Medical billing software (Epic) preferred preferred

Education Requirements

Degree/Diploma
Program of Study Required/Preferred

Obtained

High School Diploma required or GED equivalent

Equipment and work Personal Computer, Automatic Call Distribution (ACD) phone system, Internet, Microsoft Office (Outlook, aids may include: Excel, Word), Credit Card Machine, Fax, Copier, Printer,

Working Conditions: Professional office, cubicles, phone team.

Job Type: Full-time

Pay: $15.00 - $19.00 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Healthcare setting:

• Teaching hospital

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Jacksonville, FL 32209: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Required)
• Medical Billing: 2 years (Required)
• Computer skills: 2 years (Preferred)

Work Location: In person

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