Customer Service Representative

Logan Health - Kalispell, MT

Full-time

Kalispell, MT

Hospitals

About the position

The Patient Accounting Specialist plays a crucial role in coordinating and facilitating patient medical billing and collection activities within assigned areas. These areas may include billing, payment posting, collections, payer claims research, customer service, and accounts receivable. The specialist is responsible for ensuring that all patient accounts are managed effectively and efficiently, contributing to the overall financial health of the organization. This position requires a strong understanding of medical billing processes, excellent communication skills, and the ability to handle sensitive information with discretion and professionalism. In this role, the Patient Accounting Specialist will analyze and interpret account data to facilitate timely claim and payment resolution. This involves collaborating with various stakeholders, including patients, providers, and insurance payers, to resolve any issues that may arise. The specialist will also be responsible for posting payments and adjustments according to established policies and procedures, ensuring that all account information is accurate and up-to-date within the billing system. The position demands a detail-oriented individual who can identify credits, variances, and trends in account data, taking appropriate actions to resolve discrepancies in a timely manner. The specialist will maintain open and professional communication with leadership and staff, providing exceptional customer service to stakeholders regarding their questions and concerns. Participation in team meetings and activities is also expected, contributing to the overall goals and philosophy of the department while maintaining a positive and open-minded approach to continuous improvement.

Responsibilities

• Analyzes and interprets account data to facilitate timely claim and payment resolution.
• Posts payments and adjustments utilizing the appropriate fee schedule, policy and/or procedures in accordance with patient statements, remittance advices, insurance carriers, electronic downloads, etc.
• Identifies credits, variances and trends. Performs appropriate action to facilitate resolution in a timely manner.
• Ensures all communication, both written and verbal, is documented in a professional, accurate, clear and factual manner.
• Completes account maintenance review to ensure account information is accurate within billing system.
• Acts as a Patient Accounting liaison between patients, clients, providers, payers, vendors and other KRH departments.
• Interprets explanation of benefits (EOB) message codes, validates payer processing and identifies potential payment discrepancies.
• Maintains open and professional communication with leadership and staff.
• Effectively manages assigned work in accordance with team expectations, department productivity and quality standards.
• Provides exceptional customer service to stakeholders for questions and concerns.
• Participates in team meetings and activities. Contributes to the philosophy and goals of the team and department while maintaining a positive, open-mind and focus on continuous improvement.
• Maintains regular and consistent attendance as scheduled by department leadership.

Requirements

• Minimum of one (1) year experience in a hospital or medical office setting preferred.
• Excellent interpersonal and customer service skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
• Possess and maintain computer skills to include working knowledge of Word, Outlook, Excel, and ability to learn other software as needed. Proficiency in Excel preferred.
• Excellent verbal and written communication skills including the ability to communicate effectively with various audiences required.
• Excellent organizational skills, detail-oriented, a self-starter, possess critical thinking skills and be able to set priorities and function as part of a team as well as independently.
• Possess ability to maintain confidentiality and understand HIPAA guidelines and other applicable federal laws.