Professional Physical Therapy

Customer Support

• Serves as Professional Physical Therapy’s primary contact for all patient billing inquiries and liaison between PPT, patients, providers, and payers for account resolution.
• Accepts all payments and handles inbound and outbound calls to resolve caller concerns within response-timeframes.
• Assists patients in understanding billing statements to resolve outstanding balances.
• Makes necessary charge corrections to accounts to ensure accurate patient ledgers.
• Utilizes tools/resources to resolve patient inquiries while on the phone or when preparing/reviewing billing correspondence.
• Communicates EOB details and has in-depth understanding of payer regulations/requirements.
• Navigates Raintree and the Raintree ledger; ensures all accounts are documented accurately.
• Follows management-developed scripts to facilitate consistent and expedient account resolution.
• Reviews returned mail, verifies addresses, updates demographics in Raintree, and re-sends statements as needed.
• Responds to patient benefit questions, reviews Raintree TVBEN, uses insurance websites, and follows up with other departments.
• Completes written responses to patients and customers regarding account resolution and complaint recovery.
• Assists Customer Service team with patient balances and statement review; may assist with authorizations and benefit verification.
• Works with insurance carriers for claims follow up and status of outstanding bills.
• Uses reports from Raintree and Yellowfin to ensure accuracy and reviews collection files prior to sending to collections.
• Provides support to staff for all functions of the RCO and identifies/rectifies potential problems within projects.
• Maintains working knowledge of HIPAA, OSHA, Risk Management, and compliance regulations; practices confidentiality and attends company meetings.
• Performs other duties as assigned by RCO Management.

Customer Service Representative