Handle high volume of inbound calls from patients, patient representatives, attorneys, and insurance companies
Accurately identify caller’s needs and resolve inquiries in a timely and accurate manner
Research and document billing issues by following documented standard work policies, procedures and department resources effectively
Utilize escalation protocols when necessary to address complex accounts
Communicate USACS billing policies clearly as they relate to patient accounts
Identify billing concerns and issues; and take proactive steps to minimize negative impacts to the patient, department, and/or company
Maintain strict confidentiality and professionalism in compliance with HIPAA and USACS Code of Conduct, House Rules, Missions, and Values
Performs various duties including but not limited to: research accounts, processing payments/adjustments, and processing incoming correspondence from patients, attorneys, insurance companies, etc.

High school diploma or equivalent
Experience in call centers, customer service, medical insurance, or billing is helpful, but not required
Ability to provide the highest quality of Customer Service to patients, hospital staff, co-workers, etc.
Exceptional phone skills and active listening
Ability to adapt communication style to different types of callers
Proficiency with Windows applications, including Excel, Word, and Outlook
Understanding medical insurance terminology; familiarity with ICD-10 and CPT coding is beneficial
Basic math skills for handling calculations related to payments and balances
Effective multitasking, prioritization, and time management abilities
Must be self-motivated with the capacity to work independently and collaboratively
Comfortable working in a fast-paced, dynamic environment

Patient Service Resolution Representative

Key skills