- Respond to and resolve patient customer service inquiries via telephone and e-mail.
- Conduct all patient communication with calm, professionalism and courtesy.
- Communicate with the clinical teams regarding any patient concerns and refund requests.
- Coordinate with Patient Accounts team to manage patient account balance inquiries, disputes and declined payments.
- Provide itemized statements to patients upon request.
- Maintain records of all patient communication.
- Assist with financial reconciliation for patients transferring care between offices.
- Process refunds and communicate/collaborate with respective departments as necessary.
- Manage credit card chargebacks.
- Collaborate with Marketing team to help mitigate negative social media reviews.
- Comply with federal and state collection laws.
- Notify management of any strange scenarios, possible compliance concerns or recurring issues.
**Required Qualifications:**
- Previous experience in accounts receivable or patient billing.
- Previous customer service experience in a healthcare or financial services environment.
- Pleasant and professional telephone manner.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Strong attention to detail and organizational skills.
- Ability to manage multiple priorities and meet deadlines.
- Knowledge of HIPAA regulations and patient privacy requirements.
- Familiarity with collection laws and compliance standards.
- Experience with electronic health records (EHR) or medical billing software.
- Experience managing credit card chargebacks or payment disputes.
- Demonstrated problem-solving and critical thinking abilities.
- Experience collaborating across multiple departments.
All your information will be kept confidential according to EEO guidelines.
Disclaimer:
All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state, and local laws and regulations, accreditation, and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed. Team member may be required to provide necessary information to complete a DMV (or equivalent agency) background check.