Patient Support Coordinator I

Description

GI Alliance is seeking an experienced Patient Support Coordinator I. This position will be working with patients on Pacific Standard and Mountain Standard Time.

Duties of this position include, but are not limited to, the following:

Position purpose

The Patient Support Coordinator provides new and existing patients with the best possible patient experience in relation to their billing inquiries, procedure pre-payments/ estimates, and feedback.

Responsibilities/Duties/Functions/Tasks

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Responsible for reviewing account details for patient education and/or concerns.
• Review balances and communicate to patient and other affected parties about outstanding balances.
• Assist patient in resolving account questions and concerns.
• Advise patient on options to resolve bad debt balances.
• Maintain productivity standards and performance guidelines while complying with all applicable company policies.
• Calmly and professionally deescalate upset patients.
• Research and resolve billing inquiries in a timely manner by answering questions submitted in all forms: verbal, voicemail and written.
• Call a patient back to provide an update or resolution as needed.
• Escalate calls to leadership, clinicians, and/or internal departments as needed.
• Initiate telephone contact with patients to collect procedure pre-payments and outstanding balances prior to their next appointment.
• Facilitate infusion patient application to Copay Assistance or Free Drug programs as applicable.
• Add or update patient demographics and insurance in patient’s record and alert appropriate teams.
• Interpret patient’s health insurance benefits to answer billing questions accurately and explain financial responsibility.
• Review appointments, procedure orders, and medical records to determine and explain benefit coverage.
• Structure payment plans for patients.
• Ensure timely receipt of payments.
• Place eligible accounts with the collection agency.
• Ensure eligible claims are refiled for payment consideration in a timely manner if patient bill is erroneous.
• Periodically contact insurance carriers to obtain the status of payment of a claim and/or challenge the processing of a claim.
• Maintain accurate and complete documentation of all inquiries in patient’s chart to continuously improve the customer service process.
• Identify and escalate concerns received from patients so that corrective action can be pursued and expedited to take care of the patient’s needs when applicable.
• Performs other duties as assigned.

Qualifications

Qualifications

Education: High school diploma or equivalent

Experience: 2-5 years of prior patient responsibility collections experience in either a medical office or similar call center is required.

Performance Requirements
• Excellent communication skills, both written and verbal.
• Proficient technical (computer) skills.
• Excellent customer service skills are required.
• Ability to multi-task and prioritize in a fast-paced environment
• Thorough understanding of medical terminology as it related to CPT and ICD10 coding rules.
• Ability to read and understand medical benefits as well as the insurance explanation of benefits (EOB)
• Bilingual is a plus.
• Detail-oriented.
• Self-motivated with initiative.
• Strong sense of ethics.

Equipment Operated: This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Work Environment: Working remotely.

Physical Requirements: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

GI Alliance is an Equal Opportunity Employer. We are committed to creating an inclusive, welcoming, and equitable work environment. Our company values and celebrates the diversity of our physicians, staff and patients. We firmly believe our service is greatly enriched by our diversity of thought, experience, perspective, culture, and background.

Please Note: All job offers are contingent on the successful completion of pre-employment criminal history check.

NOTE: ALL APPLICATIONS MUST BE COMPLETED IN FULL FOR CONSIDERATION.

No phone calls or agencies, please.

EEO/AA-M/F/disabled/protected veteran