Orthopedic One, Inc. Hiring for Customer Service Specialist, Patient Accounts at Westerville, Ohio Full Time

[Position Summary:]{.underline}  This position is responsible for
responding to patient account questions, resolving product or service
concerns, and clarifying customer complaints received web portal, by
telephone, and in face-to-face interactions. Role includes actively
listening, researching and analyzing problems, identifying potential
solutions, and expediting corrections or adjustments.

[Responsibilities/Accountabilities:

]{.underline}Promote a patient centric approach to resolving patient
account balances.

Engage with patients in various platforms including EMR portal messages,
telephone calls, and in face-to-face communication.

Perform inbound telephone coverage to answer account questions for
patients/families.

Calculates and collects payments appropriately for all patients.

Performs duties necessary to ensure all accounts are processed
accurately and efficiently.

Establishes payment plans using the online bill pay platform following
approved payment plan guidelines.

Reconcile claims issues.

Provides support to the scheduling department in identifying in-network
insurance contracts and reimbursement policies.

Research accounts receivable issues as required and directed.

Process guarantor corrections due to registration errors and updates
insurance information on file as needed.

Requests refunds.

Works effectively with team and leadership to make suggestions about
improving workflow and providing excellent service experiences.

Performs other duties as assigned by the supervisor.

*Customer Service and Communications:

*Communicates with patients, insurance carriers and other outside
entities in a professional manner.  Identifies solutions and responds
professionally to patient concerns, i.e., pleasant tone of voice,
courteous language, etc.  Uses appropriate grammar and demonstrates tact
and diplomacy in patient interactions, by phone and in person.

Diffuses negative situations with patients and maintains a pleasant and
professional tone during stressful circumstances and heavy workload.

Communicates with staff members in a professional, pleasant manner;
Shares information relevant to work, no gossiping or disparaging
remarks, accepts work without complaint or provides reasons why
assignment is unmanageable, asks and answers questions related to
improving department performance.

[Teamwork:

]{.underline}Works cooperatively with coworkers, providers, and
management.

Shares knowledge and insights with co-workers in a constructive manner.

Willingly provides coverage to department, staying beyond scheduled
ending time when clinic schedule demands it, volunteering to cover time
off or unexpected absences, maintaining workflow in department without
direct supervision.

Addresses conflicts with person directly before involving manager or
uninvolved peers.

Is considerate of others with regard to taking breaks or meal periods,
use of computer and telephone, and noise in department.

[Policies and Procedures:

]{.underline}Knows and complies with policies and procedures as
enumerated in the Orthopedic One Employee Handbook and policies and
procedures documents.

Provides assistance and support to leadership in implementing policies
and procedures as necessary.

Actively participates in training, and conducting day to day work
activity by adhering to all policies and procedures as enumerated in
compliance and risk management programs.

[[Education, Experience, and Certification/Licensure Required: ]{.underline}* *High school diploma/GED required.  One to three years of previous customer service experience required, including billing/collections experience in a medical office set ]{style=”font-size: 11pt”}