Customer Service Representative
Professional Physical Therapy
full-time
Posted on:
Location: New York • 🇺🇸 United States
Visit company websiteSalary
💰 $23 - $25 per hour
Job Level
Mid-LevelSenior
About the role
- 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.
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.