Professional Physical Therapy

Customer Service Representative

Professional Physical Therapy

full-time

Posted on:

Location Type: Remote

Location: Remote • New York • 🇺🇸 United States

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Salary

💰 $23 - $25 per hour

Job Level

Mid-LevelSenior

Tech Stack

Swift

About the role

  • Accepts all payments, makes outbound calls and accepts all inbound calls; ensures all calls are responded to from all parties (patients, clinics, insurance carriers, vendor) within a specific response-to-call timeframe and with the intent to resolve the caller’s concern.
  • Assists patients in understanding billing statements to ensure swift resolution of outsizing balances.
  • Makes necessary charge corrections to accounts to ensure patient ledger is an accurate reflection of the services provided.
  • Utilizes all necessary tools and resources to resolve patient inquiries while on the phone or preparing/reviewing billing correspondence.
  • Has an in depth understanding of different payer regulations/requirements and communicates effectively with patients regarding their Explanation of Benefits (EOB).
  • Easily navigates Raintree and the Raintree ledger.
  • Ensures all accounts are documented accurately.
  • Follows scripts that are developed by the RCO management team to facilitate consistent and expedient account resolution.
  • Reviews all returned mail, contacts patients to verify current address, updates demographic information in Raintree, follows process to send statement to current address.
  • Responds to all patient calls to customer service regarding benefit questions, reviews Raintree TVBEN, utilizes insurance websites, and follows up with necessary department as needed.
  • 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 submitting authorizations and authorizations follow up.
  • May assist with benefit verification, specifically during re-verification time.
  • Works with insurance carriers for claims follow up and status of outstanding bills.
  • Works with specific reports from Raintree and Yellowfin to ensure accuracy.
  • Reviews collection files prior to patients being sent to collections.
  • Provides support to staff for all functions of the RCO.
  • Able to identify and rectify potential problems within specific projects.
  • Behaves in a manner consistent with Professional’s mission, vision, and values.
  • Maintains a working knowledge of HIPAA, OSHA, Risk Management, and compliance regulations.
  • Attends Company meetings as required.
  • Practices confidentiality in accordance with Company policies and all laws and regulations.
  • Other duties as assigned by RCO Management.

Requirements

  • Previous work experience (minimum three years) with healthcare customer service required.
  • Bachelor’s degree preferred.
  • Fully proficient in Raintree Navigation.
  • Must demonstrate consistency in exceeding productivity goals.
  • Strong organizational and time management skills are required.
  • Establishes a collaborative environment capitalizing on employee talents, experience, interests, and diversity to reach high performance.
  • Embraces diversity within the work environment and consistently deals with internal and external customers in a friendly and respectful manner; supports teamwork and cooperation with work partners in daily activities.
  • Excellent analytical and problem-solving skills.
  • Excellent communications skills are required.
  • Ability to work independently and follow-through and handle multiple tasks and/or special projects simultaneously.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
billing statementscharge correctionsaccount resolutionbenefit verificationclaims follow upRaintree NavigationYellowfin reportingcustomer serviceproblem-solvingproductivity goals
Soft skills
organizational skillstime managementcollaborationcommunication skillsanalytical skillsteamworkcustomer interactionconfidentialityindependencemultitasking
Certifications
Bachelor's degree