Shady Grove Fertility

Billing Specialist

• Responsible and accountable for all aspects of payments received in the CBO Online and offices
• Posting insurance and patient payments to appropriate accounts from US Mail, EFT and Credit card Vendor
• Researching and obtaining explanation of benefits for the department
• Setting up ERA/EFT for practice
• Reviewing and correcting patients accounts under the direction of a senior staff member
• Ensuring all ERA and EFTs are set up appropriately for each practice
• Following up with Insurance companies on enrollment status
• Creating Logins and obtaining access to all payor portals
• Ensuring all US mail is scanned into the appropriate folders in a timely manner
• Downloading all ERA’s from the Practice Management clearing house and or individual payor portals
• Calling insurance companies to obtain missing explanation of benefits
• Post daily explanation of benefits and patient payments to patient accounts utilizing electronic payment posting software
• Post all patient payments to patient accounts via credit card, EFT, and US mail
• Investigate and resolve discrepancies
• Knowledge of insurance contract requirements and US Fertility Financial programs
• Review and make corrections to patients accounts to ensure patient satisfaction
• Reconcile daily work to bank deposit
• Applying denials and deductibles to patients account per electronic remittance
• Working on Q&A functions prior to month end and assisting other department functions as a back up
• Post insurance, patient, collection and miscellaneous payments to practice management system
• Posting complicated EOB’s with forwarding balances, recoupments and overpayment recovery
• Maintains patient confidence and protects operations by keeping information confidential.

Medical Billing Specialist – Payment Poster

Manager

• Lead and manage the organization’s service desk support teams to deliver exceptional IT services across all departments.
• Supervise and develop service desk technicians, fostering a culture of accountability, collaboration, and continuous learning.
• Conduct regular one-on-ones, team meetings, and performance reviews to set goals and identify development opportunities.
• Provide ongoing coaching and mentorship to improve both technical and soft skills.
• Oversee daily service desk operations ensuring timely resolution of incidents and requests according to defined SLAs.
• Monitor and manage ticket queues, escalation paths, and communication with end users.
• Analyze service desk metrics to identify trends, recurring issues, and opportunities for process improvement.
• Collaborate with various IT teams for collaboration, escalations, and complex issues.
• Develop and refine SOPs, escalation workflows, and knowledge base documentation to improve efficiency and consistency.
• Implement best practices aligned with ITIL or similar ITSM frameworks.
• Ensure proper use and maintenance of ITSM tool, TeamDynamix, for incident, request, and asset management.
• Assist in evaluating and implementing new technologies that improve IT support operations.
• Develop and present performance dashboards and service metrics (FCR, SLA compliance, CSAT, backlog, etc.) to IT leadership.
• Participate in strategic IT planning, budgeting, and capacity forecasting.

IT Service Desk Manager

Financial Planning and Analysis

• Consult with patients regarding their benefits, coverage and financial options
• Perform aspects of benefit verification and prior authorization
• Provide ongoing financial education and assistance to our patients throughout the continuum of their care
• Maintain patient accounts by obtaining, recording, and updating personal financial and insurance information

Medical Billing Specialist – Payment Poster

IT Service Desk Manager

Financial Educator