Experienced Patient Services Specialist I

Are you ready to make a difference in patient lives from the comfort or your own home? In this position you will be providing exceptional customer service to assist patients with their medical bills via phone. We pride ourselves on one call resolution and provide career growth to those who want to excel. The hours are as follows with NO weekends required; + 930am-6pm Monday through Thursday + 830am - 5pm Fridays + Training is 5 weeks with hours from 830am-5pm Monday-Friday The position also offers Health Insurance and paid time off. GENERAL SUMMARY: Responds to patient inquiries regarding healthcare accounts receivables across a multi-facility integrated healthcare delivery system, which includes all hospital and professional billing associated with Henry Ford Health inpatient hospitals, outpatient clinics, laboratory, radiology and employed physicians. Communicates effectively with patients, colleagues, providers, system operational staff, supervisors, and managers. Works independently for maximum efficiency in a high-volume billing Call Center. PRINCIPLE DUTIES AND RESPONSIBILITIES: 1. Handles in-coming telephone activity including answering phones promptly according to system Quality standards, documenting all interactions thoroughly, accurately, and legibly, and takes accountability for inquiries. 2. Ensures timely responses to service center inquiries via phone, fax, email, or mail to assist the customer in understanding their patient responsibility. Strives for first contact resolution in a timely and efficient manner. 3. Ensures timely responses to pre-collection and bad debt collection agency inquiries. 4. Researches and educates patients on outstanding bills and their status, which includes but is not limited to accounts not included in a payment arrangement, recognizing inaccurate information, partnering with legal to review bankruptcies, assisting with Coordination of Benefits, third party liability claims, etc. 5. Initiates and resolves account receivable errors with the hospital and professional billing or coding teams, which includes but is not limited to autopay updates, newborn/patient registration, and adding or removing balances to/from external collection agencies, coding errors, claim filing errors, etc. 6. Effectively discusses the patients' options for resolving outstanding balances including approved discounts and recognizing their eligibility for financial assistance. Connects patients to the Financial Counseling team for charity screening. 7. Ensures accurate and compliant processing and posting of all system payment types to patient hospital and professional claim balances. 8. Assists patients with setting up and navigating the online MyChart system. 9. Obtains, verifies through internal and external resources, adds insurance, and confirms payer filing order. 10. Analyzes and processes refunds as a result of overpayment. 11. Meets system standard quality and productivity expectations. 12. Identifies and escalates potential billing error trends to leadership. 13. Effectively communicates any patient balance issue with internal and external payer, vendors, or contractors. 14. Maintains strict confidentially standards for patient information. Complies with organizational, federal, and state regulations and policies on confidentiality. 15. Supports the standards set forth in the Henry Ford Health Code of Conduct by adhering to legal, ethical, and HIPAA standards. 16. Performs other related duties as assigned EDUCATION/EXPERIENCE REQUIRED: - High school diploma or G.E.D. equivalent. Associate's degree in Business Administration, Accounting, Billing, Coding, or related field preferred. - Three (3) years of Call Center experience. - One (1) year of billing (billing and coding) experience. - Six (6) months of remote work experience. - Internet requirement of 25 Mbps and wired. - Experience in healthcare/medical office customer service strongly preferred. - Ability to interpret insurance billing process (Primary, Secondary, co-insurance, deductibles, and co-pays). - Technical skills (navigation, Microsoft Suite, initial troubleshooting) including guiding patients with online payment methods. - Ability to remain calm and de-escalate callers, as needed. Additional Information + Organization: Corporate Services + Department: CBO - Customer Service + Shift: Day Job + Union Code: Not Applicable Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above. Overview Partnering with nearly 2 million people on their health journey, Henry Ford Health provides a full continuum of services at 250 care locations throughout southeast and south central Michigan. With 33,000 valued team members, Henry Ford is also among Michigan's largest and most diverse employers. Our superior care and discoveries are powered by nearly 6,000 physicians, researchers and advanced practice providers. Learn more Benefits Whether it's offering a new medical option, helping you make healthier lifestyle choices or making the employee enrollment selection experience easier, it's all about choice. Henry Ford Health has a new approach for its employee benefits program - My Choice Rewards. My Choice Rewards is a program as diverse as the people it serves. There are dozens of options for all of our employees including compensation, benefits, work/life balance and learning - options that enhance your career and add value to your personal life. As an employee you are provided access to Retirement Programs, an Employee Assistance Program (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits. Equal Employment Opportunity/Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.