[Hiring] Patient Services Specialist @Eye Care Partners Career Opportunities

Role Description

The Patient Services Representative is responsible for managing patient-facing aspects of the revenue cycle, including but not limited to:

• Monitoring patient accounts aging reports to identify and follow up on overdue balances.
• Answering patient phone calls and inquiries regarding billing statements, balances, and payment options.
• Establishing, documenting, and maintaining payment plans and outside financing options when appropriate.
• Ensuring timely posting and reconciliation of patient payments, copays, deductibles, and credits in partnership with practice payment posting specialists.
• Reviewing statement cycles to ensure timely and accurate patient billing.
• Working through and resolving any patient-related escalations as related to offshore vendors, including but not limited to Collectly and Promptly, in a timely manner.
• Identifying and investigating credit balances, separating true credits from false credits, and processing refunds in compliance with company policy.
• Collaborating with Accounts Payable on refund processing and documentation.
• Preparing and distributing aging and balance logs to appropriate stakeholders as requested.
• Maintaining a detailed audit trail of all account activity in the Practice Management (PM) system.
• Escalating unresolved or disputed patient balances to management as appropriate.
• Identifying trends in errors, false credits, or billing issues and communicating with appropriate leadership for process improvement.
• Evaluating past-due accounts to determine next steps that may result in transferring to an external collection agency.
• Adhering to ECP confidentiality and HIPAA guidelines at all times.
• Adhering to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
• Performing other duties that may be necessary or in the best interest of the organization.

Qualifications

• High School Diploma or GED

Requirements

• Minimum: 1+ years of experience in medical billing, patient collections, or related healthcare revenue cycle functions.
• Experience in Optometry/Ophthalmology practice environment preferred.

Knowledge, Skills and Abilities Requirements

• Ability to type and enter data with proficiency and accuracy.
• Knowledge of medical billing procedures, insurance processes, and patient collections.
• Understanding of credit balance and refund protocols.
• Strong communication, negotiation, and problem-solving skills.
• Ability to provide patient-centered customer service with professionalism and empathy.
• Professional in appearance and actions.
• Detail-oriented, organized, and able to manage multiple priorities.
• Meets attendance and tardiness expectations.
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
• Interpersonal skills to support customer service, functional, and teammate support needs.
• Able to communicate effectively in English, both verbally and in writing.
• Intermediate computer operation.
• Proficiency with Microsoft Excel, Word, PowerPoint, and Outlook.
• Specialty knowledge of systems relating to job function.
• Familiarity with Practice Management systems (e.g., NextGen, Waystar).
• Knowledge of state and federal regulations for this position; general understanding of HIPAA and healthcare regulations.

Location/Work Environment

• For on-site team members, work takes place in a normal office/clinical environment. Travel to other locations may be necessary to fulfill the essential duties and responsibilities of the job.
• For remote team members, HIPAA compliant home office environment. Ability to work in a remote environment while performing required duties and remaining patient focused.
• Able to work varying shifts including early mornings/evenings to attend meetings and cross training or support other initiatives.