Financial Services Representative

The Financial Services Representative serves as the initial point of contact for patients calling for financial and billing inquiries. This role is responsible for collecting payment information, initiating & modifying existing payment plans, as well as responding to basic inquiries about billing and account status. A successful Financial Services Representative has excellent communications skills, ability to apply critical thinking to nuanced patient situations, a flexible & proactive approach, eagerness to learn and develop skills, and a commitment to providing a positive patient experience.

Responsibilities

• Respond to inbound phone calls
• Assist patients with resolution of past due account balances
• Address patient inquiries regarding insurance claim status, account balance, and account resolution options
• Collect patient payment information securely, set up payment plans, and modify existing plans as necessary
• Initiate outbound phone calls for breached payment plans because of expired, or expiring soon, payment information
• Discuss the Patient Assistance Consideration (PAC) process & eligibility
• Update and maintain patient information related to patient billing and collections cycles
• Effectively communicate patient issues and grievances through internal reporting system and with cross-functional teams
• Initiate & respond to Outlook inquiries from both patients and internal teams
• Perform all job duties while maintaining compliance with all appropriate regulatory requirements including the SEC, IRS and HIPAA
• Other duties as assigned

Qualifications

Education & Experience

Required:

• Associate’s degree or equivalent work experience
• 1 or more years of customer service and/or call center experience

Preferred:

• Previous experience with medical billing, coding, insurance, authorization, and collections

Knowledge & Skills

• Ability to manage difficult or emotional situations effectively
• Application of de-escalation techniques when necessary
• Ability to successfully manage multiple tasks concurrently facilitated through multiple computer screens and applications
• Leverages critical-thinking skills, within defined work processes and policies, in response to nuanced patient financial situations Strong relationship building and communication skills
• Exceptional written documentation skills – clear, complete, and concise
• High attention-to-detail and accuracy
• Thrive in a fast-paced, continuously changing environment

• Problem-solving skills with the ability to identify and seek support to resolve issues quickly and accurately
• Proficiency using MS Word, Excel and Outlook