Customer Service Representative

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