The Customer Service Specialist I is a Full Time, Regular position working remotely Monday-Friday from 8am-5pm PST with a 1-hr lunch from 12-1pm. The ideal candidate would have Medical Billing experience and EPIC experience and located in Washington, Idaho or Montana.

Summary: The Customer Service Specialist I is responsible for answering a multiline call center phone queue, providing excellent customer service by exchanging information to our customers and their patients in the following scenarios; explaining how insurance processed their claim, the out of pocket balances owing, options available to the patients to resolve outstanding debts owed, financial assistance programs or payment arrangements available, intake of demographic changes/updates as provided by patients, and finally answering general questions or concerns presented during patient phone contact.

General Description: This position is responsible for assisting patients in answering medical billing questions, and helping patients resolve their outstanding balances by educating them on payment options available to them.

Essential Duties/Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to explain insurance processing of medical claims to patients
Answer multiline phone queue.
Makes outbound calls to patients as necessary.
Navigates all client EMR and payment systems proficiently.
Ability to type 50 wpm.
Processes credit card payments over the phone and set up recurring payment arrangements.
Assists customers with questions pertaining to their bill received.
Verifies patient demographic information when on phone with patient.
Gathers insurance billing information from patients.
Processes incoming mail/correspondence related to patient accounts.
Files probate claims on deceased patients when available.
Reviews accounts to ensure collection efforts exhausted before transferring to bad debt/collections.
Other special projects and duties as assigned.

General Duties and Responsibilities:

Ability to maintain strict confidentiality within the Inland Imaging companies and Inland’s customers.
Follows all Health and Safety policies and guidelines of Inland Imaging or its partners depending on work location.
Follows all company policies including those regarding harassment, non-retaliation, discrimination, respectful workplace, and related policies.
Follows all policies regarding HIPAA, non-disclosure of confidential information and company security.
Honest, pleasant manner and good personal hygiene.
Free of alcohol and drug abuse.
Valid state driver’s license and proof of insurance.
Excellent communication and interpersonal skills.
Detail oriented; ability to multi-task; organized and able to work in a fast-paced environment.
Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
Ability to consider individual needs in communication with and assessment and treatment of patients of all ages.
Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
Performs other duties as required by displaying team spirit and self-growth, accepting, and performing other projects and responsibilities, and requesting other projects and responsibilities.
Quarterly quality assurance meeting attendance is required for this position.
Attendance is a requirement for this position.
Rotates to other shifts and locations as needed.
Performs other special projects and duties as assigned.

Supervisory Responsibilities:

There is no supervisory responsibility in this position

Advocacy:

Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Inland Imaging Core Values:

Show We Care, Do The Right Thing, Maximize Individual Potential, Always Aim Higher

Qualifications:

Education: High School Diploma/GED required
Experience: Two years of collections experience is desired; strong oral communication skills.
Customer Service experience
Patient Accounting experience
Must be able to determine the correct guarantor of the account for payment.
Healthcare experience is preferred
Medical terminology
Licensure: N/A
Certifications: N/A
Computer Skills: Experience with the following computer applications is highly desired: Microsoft Office products (Outlook, Word, Excel); Internet, Workday, Intranet, Meditech, EPIC, other EHR systems.
Background Check:
Must be able to pass a background check required by RCW 43.43.830-840 to work with children under the age of 16, developmentally disabled persons or vulnerable adults
In order to comply with provisions set forth in Sections 1128 and 1156 of the Social Security Act, all new employees of Inland Imaging Business Associates will be checked against the LIST OF EXCLUDED INDIVIDUALS provided by the Department of Health & Human Services, Office of the Inspector General (OIG). Employees must not be included on this list.
Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.

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Customer Service Specialist I