Center for Healthy Aging

Customer Support

• Serve as the primary resource for patients by professionally and empathetically responding to inquiries related to billing, insurance processing, balances, account status, payment plans, and financial concerns.
• Counsel patients regarding insurance coverage, Explanation of Benefits (EOBs), payer processing timelines, denials, adjustments, payment expectations, financial options, and available payment arrangements.
• Research and resolve patient account inquiries by reviewing charges, payments, insurance activity, denials, eligibility, and account balances while utilizing payer portals, online resources, and direct communication with patients and third-party payors to support timely account resolution.
• Update and maintain accurate patient demographic, insurance, eligibility, and plan information within electronic health record (EHR) and revenue cycle systems to support accurate registration, billing, clean claim processing, and resolution of payor-related issues and trends.
• Review insurance eligibility, payer requirements, benefits, and financial clearance requirements to support timely and accurate financial management activities in accordance with organizational policies and standard work guidelines.
• Create accurate cost-of-care estimates and communicate anticipated patient financial responsibility, including deductibles, co-payments, coinsurance, self-pay balances, and other out-of-pocket obligations.
• Collaborate with insurance, billing, coding, financial clearance, medical records, and operational teams to support timely account resolution, accurate reimbursement, effective communication of financial clearance decisions, identification of billing or coding discrepancies, and clean claim processing.
• Conduct outbound follow-up with patients and third-party payors regarding outstanding balances, missing information, payment arrangements, collection activities, and unresolved account issues while escalating payment delays and aging trend concerns as appropriate.
• Calculate, collect, and process patient self-pay liabilities and outstanding balances using approved secure payment methods and establish payment arrangements in accordance with organizational guidelines.
• Document all patient interactions, account research, financial discussions, dispute activity, actions taken, findings, and resolutions thoroughly and accurately within designated systems to support account follow-up, audit readiness, and operational communication.
• Efficiently manage high-volume workflows, competing priorities, and interruptions while maintaining quality, accuracy, and productivity standards.
• Ensure compliance with HIPAA, State and Federal regulations, payer guidelines, organizational policies, quality standards, productivity expectations, and established standard work processes.

Patient Accounts Representative, Customer Service Rep

• Serve as the primary resource for patients by professionally and empathetically responding to inquiries related to billing, insurance processing, balances, account status, payment plans, and financial concerns.
• Counsel patients regarding insurance coverage, Explanation of Benefits (EOBs), payer processing timelines, denials, adjustments, payment expectations, financial options, and available payment arrangements.
• Research and resolve patient account inquiries by reviewing charges, payments, insurance activity, denials, eligibility, and account balances while utilizing payer portals, online resources, and direct communication with patients and third-party payors to support timely account resolution.
• Update and maintain accurate patient demographic, insurance, eligibility, and plan information within electronic health record (EHR) and revenue cycle systems to support accurate registration, billing, clean claim processing, and resolution of payor-related issues and trends.
• Review insurance eligibility, payer requirements, benefits, and financial clearance requirements to support timely and accurate financial management activities in accordance with organizational policies and standard work guidelines.
• Create accurate cost-of-care estimates and communicate anticipated patient financial responsibility, including deductibles, co-payments, coinsurance, self-pay balances, and other out-of-pocket obligations.
• Collaborate with insurance, billing, coding, financial clearance, medical records, and operational teams to support timely account resolution, accurate reimbursement, effective communication of financial clearance decisions, identification of billing or coding discrepancies, and clean claim processing
• Conduct outbound follow-up with patients and third-party payors regarding outstanding balances, missing information, payment arrangements, collection activities, and unresolved account issues while escalating payment delays and aging trend concerns as appropriate.
• Calculate, collect, and process patient self-pay liabilities and outstanding balances using approved secure payment methods and establish payment arrangements in accordance with organizational guidelines.
• Document all patient interactions, account research, financial discussions, dispute activity, actions taken, findings, and resolutions thoroughly and accurately within designated systems to support account follow-up, audit readiness, and operational communication.
• Efficiently manage high-volume workflows, competing priorities, and interruptions while maintaining quality, accuracy, and productivity standards.
• Ensure compliance with HIPAA, State and Federal regulations, payer guidelines, organizational policies, quality standards, productivity expectations, and established standard work processes.

Patient Accounts Representative – Customer Service Rep

Representative

Patient Accounts Representative

Appointment Setter

• Responsible for scheduling patient appointments using appointment scheduling software.
• Accepts incoming patient phone calls and uses software to schedule patients
• Triages patient needs for timeliness of appointments based upon pre-determined criteria
• Determines which physician to place patient with based upon pre-determined criteria
• Retrieves appointment requests and places outbound calls to patients for scheduling of appointments
• Gathers and updates insurance information, personal data and notifies patients of financial expectations
• Communicates and collaborates with providers and provider’s staff to ensure patient scheduling needs are met
• Meets call quota expectations as assigned by supervisor/manager
• Monitor and work the Scheduling Department inbox (Portal messages and bumplist)
• Communicates with other departments as needed regarding insurance inquiries, patient balances and same day add ons

Patient Accounts Representative, Customer Service Rep

Patient Accounts Representative – Customer Service Rep

Patient Accounts Representative

Patient Appointment Scheduler