Customer Service Representative - Healthcare RCM

Job Title: Process Associate - CSR

Location: McKinley, Taguig

Work Set-up: Onsite

Job Description

• Researches, resolves, and documents patient (and other clientele) inbound calls involving a wide range of issues utilizing multiple information systems. This includes communications with internal business centers and external customers. Assures customer agreement by summarizing and closing each call appropriately.

• Answering Billing Concerns of the patients. This includes calls with insurance rep, attorney representatives and other patient's representatives and advocates

• Investigates payment status and determines ultimate patient financial responsibility.

• Collect outstanding balance, offer patient assistance with financial responsibility through various financial options. Processing payment from the patients over the phone.

• Obtaining correct/updated insurance information to the patient. Includes adding the said insurance details to the PMS or escalating it over to AR Team to have it taken care of.

• Soft follow up on out-of-pocket cost to the patient’s processing payments over the phone

• Patient Collections

• Reconcile patient balance (insurance vs patient)

• Work with Accounts Receivable team for claim resubmission

• Setting up and managing payment plans

• Handling credit card disputes

• Collection Agency Collaboration

• Working collection agency patient disputes

• Uploading and maintaining patient accounts in collection agency software

• Bankruptcy

• Managing bankruptcy cases (Client Specific Protocol)

• Policies

• Work within guidance of Billing Compliance Plan

• Maintain and follow strict privacy, confidentiality, and safety protocols

• Comply with all government regulations around the following: HIPAA, OSHA, PCI DSS