US Fertility

Billing Specialist

• Ensure all ERA and EFTs are set up appropriately for each practice.
• Follow up with Insurance companies on enrollment status.
• Create Logins and obtain access to all payor portals.
• Ensure all US mail is scanned into the appropriate folders in a timely manner.
• Ensure all ERA’s are downloaded from the Practice Management clearing house and or individual payor portals.
• Handle 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.
• Apply denials and deductibles to patients account per electronic remittance.
• Work on Q&A functions prior to month end and assist other department functions as a back up.
• Post insurance, patient, collection and miscellaneous payments to practice management system.
• Post complicated EOB’s with forwarding balances, recoupments and overpayment recovery.
• Maintain patient confidence and protects operations by keeping information confidential.

Medical Billing Specialist – Payment Poster

Manager

• 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.
• Manage staffing schedules, workload balance, and coverage planning.
• 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.
• Maintain a strong customer service culture focused on responsiveness, quality, and professionalism.
• 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.
• Continuously review service delivery processes to enhance user satisfaction and operational excellence.
• Ensure proper use and maintenance of ITSM tool, TeamDynamix, for incident, request, and asset management.
• Work with Service Delivery colleagues to help support endpoint management, imaging, patching, and user onboarding/offboarding processes.
• Coordinate with infrastructure teams on network, server, and application support escalations.
• 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

Customer Support

• Maintain patient accounts by obtaining, recording, and updating personal financial and insurance information
• Optimize patients' satisfaction, provider time, and treatment room utilization by assessing minimum patient needs and scheduling accordingly
• Schedule appointments
• Address customer/patient issues and insure effective short-term and long-term resolution
• Provide timely feedback to the practice regarding service failures or patient concerns
• Consult with patients regarding their benefits, coverage and financial options
• Run query reports from FERT system. Clean up and maintain accurate FERT data. Work on obtaining and tracking birth outcomes
• Obtain History & Physical (H&P) forms for all new patients.
• Ensure H&P is completed by the patient prior to their new patient visit.
• Provide coverage as Patient Services Specialist (PSS) on occasion

Clinical Support Specialist

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 patients throughout their care
• Maintain patient accounts by obtaining, recording, and updating financial and insurance information

Financial Educator

• 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 patients
• Maintain patient accounts by obtaining, recording, and updating financial and insurance information

Medical Billing Specialist – Payment Poster

IT Service Desk Manager

Clinical Support Specialist

Financial Educator

Financial Educator, Per Diem