[Hiring] Patient Account Resolution Specialist @Ovation Healthcare

Role Description

The Patient Account Resolution Specialist serves as the primary point of contact for patients, addressing inquiries, resolving account balances, and providing accurate information while delivering exceptional customer service. This role involves managing both inbound and outbound calls with a strong focus on first-call resolution. The specialist is responsible for efficiently handling patient account issues, offering clear communication and effective problem-solving to ensure a positive and helpful experience for every patient.

Duties and Responsibilities

• Efficiently handle 75+ inbound and outbound calls daily, ensuring effective resolution of patient inquiries.
• Conduct daily collections on patient account balances, consistently meeting or exceeding monthly collection goals.
• Review patient accounts for billing accuracy, initiating necessary actions to rebill or resolve discrepancies.
• Access and update internal and external software to retrieve, input, or modify account information to address patient questions and clarify charges.
• Consistently achieve specified key performance indicators (KPIs) related to call volume, collections, and account resolution.
• Proactively follow up with patients as needed, providing clear information and assistance in resolving account balances.
• Maintain detailed, accurate records of all patient interactions, including relevant call information and account status.
• Focus on providing high-quality customer service with each call, ensuring patient satisfaction and effective issue resolution.
• Practice active listening techniques to fully understand patient concerns, aiming for first-call resolution whenever possible.
• Maintain a professional and courteous demeanor when interacting with patients, management, and team members.
• Perform other duties as assigned, contributing to the overall success of the department and organization.

Knowledge, Skills, and Abilities

• Proficient in applying customer service best practices to ensure a positive and efficient experience for every patient.
• Skilled in accurately calculating discounts and applying them according to company policies and procedures.
• Capable of efficiently using 10-key touch typing for quick and accurate data entry.
• Strong understanding of client-specific requirements and guidelines to ensure compliance and service excellence.
• In-depth knowledge of the billing and recovery cycle, from claim submission to resolution and collections.
• Familiar with legal rules and regulations related to billing, collections, and HIPAA to maintain compliance in all activities.
• Working knowledge of Windows-based systems and Microsoft Office products, including Excel, Word, and Outlook, to manage tasks and documentation effectively.
• Interpersonal, written, and verbal communication skills.
• Negotiating and closing skills.
• Typing speed and accuracy – Must be able to type a minimum of 35 words per minute.
• Customer Service – Providing professional and empathetic support to callers.
• Professionalism – Acting in a professional capacity with regards to actions and words.
• Active Listening – Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Time Management – Effectively managing one’s own time to maximize productivity.
• Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
• Multi-Tasking – Ability to rapidly switch between tasks, programs, menus, and screens.
• Ability to talk and type at the same time.
• Monitoring – Monitoring/assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team and patient demographics.
• Written Comprehension – The ability to read and understand information and ideas presented in writing.
• Written Expression – The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension – The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression – The ability to communicate information and ideas in speaking so others will understand.
• Speech Recognition – The ability to identify and understand the speech of another person.
• Speech Clarity – The ability to speak clearly so others can understand oral communication.

Work Experience, Education and Certifications

• GED/High School Diploma
• 1+ years of customer service experience in a call center environment
• Previous negotiations, sales, or collections experience strongly preferred.
• Previous experience in medical collections or revenue cycle preferred but not required.

Working Conditions and Physical Requirements

• Performing work at a stationary workstation for 8 hours
• Interacting with a desktop computer or laptop
• Entering data into systems using a mouse and keyboard
• Ability to communicate clearly with others over a telephone system
• Ability to work at a pace that allows the employee to meet the standard goals as set forth by Management

Travel Requirements

• None.