Our Client is the nation's largest physician-owned and operated next generation management services organization (MSO). Their services are specifically designed for musculoskeletal (MSK) providers and go beyond that of a traditional MSO.
Responsibilities:
- Serve as the primary point of contact for team assistance and handle Tier 2 escalation calls and complex patient account issues.
- Collaborate with the Tier 1 escalation representative to ensure team coverage and issue resolution.
- Audit team performance and results, adjusting for improvement as indicated.
- Lead team huddles and productivity meetings to reinforce goals, share updates, and ensure team alignment.
- Act as a liaison for interdepartmental communication and collaborate with leadership on escalated matters.
- Lead training and onboarding of new team members, providing continuous support and development.
- Review the call auditors spreadsheet regularly to identify areas of improvement; address concerns or trends with individual team members to improve call quality and service.
- Identify and propose opportunities to maximize Patient A/R revenue.
- Conform with and abide by all regulations, policies, work procedures, and instructions.
- Oversee critical reports such as card-on-file reports, statements on hold, and productivity metrics.
- Prepare and distribute standard reports, including productivity metrics, card-on-file reports, statements on hold, and Patient A/R reports.
- Assist in preparing monthly pre-collection and collection agency files.
- Perform selected medical billing functions when needed, including billing, claims submission, account follow-up, payment posting, and adjustments.
- Review delinquent accounts and call for collection purposes.
- Communicate accurate patient and billing/claims information to insurance carriers.
- Answer incoming patient phone calls and make outbound collection calls on open balances.
- Handle patient inquiries to address billing questions via inbound calls and patient correspondence.
- Initiate patient outreach on delinquent payment plans, adding accounts to existing payment plans and high risk/balance accounts.
- Review, address, and monitor credit balances to ensure compliance with regulatory and contractual obligations.
- Evaluate accounts for bad debt placement and work with the bad debt vendor on patient issues and concerns.
- Receive and process patient credit card payments and allocate to appropriate visits on the account.
- Work across departments (AR, coding, cash operations) to resolve billing and payment issues effectively.
- While not regularly in the call queue, assist with inbound and outbound calls during periods of critical staffing shortage.
- Monitor patient voicemails and ensure timely responses by assigning or sending out follow-up voicemails to team members to ensure patient inquiries are addressed promptly.
- Clearly and promptly communicate policy or workflow changes to the team.
Requirements, Education, and Experience:
- High school diploma or equivalent required.
- Minimum 5 years of experience in medical billing or revenue cycle operations;
- Orthopedic experience preferred.
- Proficiency with Microsoft Office suite of products as well as electronic billing systems
- In-depth knowledge of insurance processes, medical billing practices, and regulatory guidelines.
Competencies / Required Skills and Abilities:
- Strong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization.
- Strong leadership, communication, and coaching skills.
- High level of professionalism and discretion in handling sensitive matters.
- Proactive problem-solver with a team-first mindset.
- Exudes professionalism in presentation.
- Must be able to read, write, speak, understand and communicate in the English language.
- Must be able to communicate clearly to patients in person and over the telephone.
Compensation:
- Direct, full-time employment
- $25/hour (equates to annual salary range of $52,000 - $56,000).
- Full Group Benefits
- Fully onsite first 90 days / possibly hybrid thereafter depending on performance and development.