Job Details
Omega Health is seeking a qualified below individual to work onsite at our Greenwood Village location. Please read the prescreen questions and if you feel you are a fit please submit your resume. Benefit details will be emailed directly to the potential candidate. Answers to the pre screen questions will be needed for scheduling an interview.
The position is onsite , not remote at this time
Resource Role: Patient Calling
Position Title: Customer Service Representative - Onsite (Denver Office)
Est. Access Time3-7 Days
Schedule Expectations: M-F 8-4:30
Onsite in Denver Office:
5575 DTC parkway
Suite 125
Greenwood Village CO 80111
Required Years of Experience2
Productivity Expectations
Screening Questions: Patient Service Representatives
1. What outbound calling experience do you have when it comes to patient collections?
2. Explain your active experience in the past two years with AR, follow up, appeals, underpayments, payor knowledge, research accounts, medical terminology, patient calling.
3. Does your resume reflect these skillset requirements within the last 2 years? (If not please update your resume to reflect this experience)
4. Tell us about a time when you had to deal with a difficult patient calling.
5. Can you provide an example of a time that an unauthorized person called to obtain patient information? What steps did you take?
6. Tell me about your experience in calling patients with past due balances to collect payment.
7. Tell me about your experience with reading an explanation of benefits?
8. Can you explain what the explanation of benefits provides?
9. Tell me about your experience with understanding medical terminology? Give examples.
10.Have you used RevSpring? If so, how many years of experience?
11. Tell me about your experience in dealing with Medicare Managed Care and Medicaid Managed Care.
12. What MCO payers are you familiar with?
13. What is your experience what hospital /institutional claims?
14. What is your backend (AR/Denials) experience?
15. This position will be patient facing as well, do you have experience dealing with patients and getting corrected insurance information or taking and posting patient payments?
Misc. Facility Notes:
Role Description Overview:
We are seeking a motivated and customer-focused individual to join our Revenue Cycle Management (RCM) team as a Patient Calling Specialist. In this role, you will be responsible for effectively communicating with patients to explain medical billing and insurance claims, resolve inquiries, and ensure timely payment collection.
Responsibility Areas:
1. Initiate outgoing patient calls to discuss medical billing statements, insurance claims, payment collection, and related financial matters.
2. Explain billing processes, insurance coverage, and payment options to patients in a clear and concise manner.
3. Provide outstanding customer service by addressing patient inquiries, resolving billing discrepancies, and answering questions regarding insurance benefits and claim status.
4. Verify patient demographic and insurance information, ensuring accuracy and making necessary updates as required.
5. Update patient accounts with relevant information obtained during phone conversations, including payment arrangements, financial assistance applications, or any other relevant documentation.
6. Work closely with insurance companies, coding specialists, and other team members to resolve any claim denials or issues impacting patient payments.
7. Assist patients in understanding and navigating the process for filing insurance claims and submitting necessary documentation.
8. Educate patients on financial assistance programs, payment plans, and available resources for managing medical expenses.
9. Document all communication with patients accurately and thoroughly in the appropriate systems or databases.
10. Adhere to company policies, procedures, and regulatory guidelines to ensure compliance with patient privacy (HIPAA) and collection practices.
High school diploma or equivalent; additional education in healthcare administration or related field is a plus.
Proven experience in a customer service or call center role, preferably within the healthcare industry.
Solid understanding of medical billing processes, insurance terminology, and reimbursement practices.
Excellent verbal communication skills, with the ability to effectively explain complex billing and insurance concepts to patients.
Strong active listening skills to understand patient concerns and provide appropriate resolutions.
Detail-oriented with strong organizational and multitasking abilities to manage multiple patient calls and accounts simultaneously.
Proficient computer skills and experience with electronic health records (HER) or billing software systems.
Compassionate and empathetic personality to handle patient inquiries and concerns with sensitivity and professionalism.
Ability to remain calm and composed in stressful situations, and effectively de-escalate any conflicts or disputes.
Strong problem-solving skills and the ability to think critically to identify and implement appropriate solutions.
Good communication skills
Customer service skills
Problem solving skills
This person will make outbound patient calls to collect on patients unpaid balances, sort incoming mail, run credit card payments and work correspondence.