About the Role:
We are seeking a detail-oriented and customer-focused Patient Services Representative to join our team. In this role, you will be responsible for validating patient identity, reviewing billing information, assisting with customer inquiries, and resolving issues across multiple departments at BHSF. This position requires excellent communication skills, the ability to multitask in a high-call-volume environment, and knowledge of medical terminology. Training will be provided onsite for 4-8 weeks at the Town & Country, Kendall location, followed by a hybrid work schedule.
Key Responsibilities:
- Validate patient identities to ensure compliance with HIPAA regulations.
- Analyze patient balances and review billing information for accuracy.
- Ensure correct patient, insurance, and demographic details are captured.
- Identify customer concerns and resolve issues, coordinating with other departments (e.g., Financial Assistance, Charge Review, Patient & Guest Services).
- Answer all incoming calls from patients, attorneys, and internal/external customers for all BHSF facilities.
- Submit contractual adjustments on accounts based on knowledge of Managed Care contracts.
- Utilize system resources to promptly resolve patient-related issues.
- Process, document, and manage incoming patient mail within a 7-10 day window.
- Maintain accurate records and ensure all tasks are completed within designated deadlines.
Requirements:
- High School Diploma, GED, or equivalent training/experience.
- Minimum 2 years of customer service experience in a healthcare setting, preferably in a call center environment.
- Working knowledge of medical terminology and revenue codes.
- Proficiency with Microsoft systems, including Word, Excel, and PowerPoint.
- Strong interpersonal, problem-solving, and written communication skills.
- Bilingual (preferred but not required).
- Ability to handle difficult callers and work in a high-volume, fast-paced environment.
- Excellent math skills and attention to detail.
- Ability to multi-task and meet deadlines under pressure.
