Patient Services Representative

Description

Change Healthcare is a leading healthcare technology company with a mission to inspire a better healthcare system. We deliver innovative solutions to patients, hospitals, and insurance companies to improve clinical decision making, simplify financial processes, and enable better patient experiences to improve lives and support healthier communities.

Work Location

• Fully Remote - U.S.

Position

The Patient Services Representatives are responsible for communicating by phone with patients and insurance companies for the purpose of collecting and managing accounts receivable. They ensure the timely receipt of claims payments and minimize bad debt accrual and are responsible for collection activities through efficient, effective communication and resolution of the outstanding accounts receivable balance.

Core Responsibilities

• Handles patient and insurance inquiries associated with specific patient accounts, including identification and resolution of billing discrepancies when reviewing the account.

• Effectively communicates with inbound and outbound guarantors/patients or insurance companies as to the status of the account and answers questions or inquiries efficiently

• Adheres to HIPAA, PCI, and Change Healthcare Policies and Procedures

• Answers inbound and makes outbound calls in a fast-paced environment; handles difficult situations while maintaining quality customer service and expected

• Responsible for working self-pay or insurance receivables and related payments for the client. Effectively work accounts receivable to optimize cash flow and to meet organizational financial goals and objectives

• Establishes budget plans or payment arrangements with established guidelines and policies

• Accurately documents all follow-up activities pertaining to each specific account in the CHC Workflow tool(s) concisely, completely and/or takes action in the client system as directed

• Handles escalation calls/accounts as necessary and appropriately de-escalates call to ensure patient/client satisfaction

• Accepts special projects, assignments and instructions in a professional manner, and sees them through to completion of identified goals

• Performs tasks conscientiously and thoroughly while adhering to established goals and objectives

• Responsible for updating patient demographics and insurance information

• Responsible for working correspondence, edits and aged account receivable and identifying problem accounts to CHC leadership

• Responsible for resolving and/or appealing denials and rejections

• Responsible for identifying billing/system/collections issues or trends and reporting them to management

• Assists other representatives with client or procedural related questions

• Meets productivity and accuracy standards as established by management

• Other duties as assigned by the Change Healthcare Leadership members.

Requirements

• High School diploma or equivalent

• Must be able to work from home Monday-Friday, 8:30am-5pm Eastern

• Must have a high speed internet connection and a quiet place to work (equipment needed to work from home is provided by Change Healthcare)

• 1+ year of medical revenue cycle experience and a strong understanding of its full scope: healthcare billing, processing the claim and collections practices and methodologies in an automated environment

• Experience with patient information/claims system reimbursement processes

• Must understand EOBs and be able to explain that to the patient

• Working knowledge of insurances and general reimbursement types: PPO, HMO, Indemnity, Medicare, Medicaid, Workers’ Compensation

• Must possess excellent customer service and communication skills along with good math skills, ability to read, understand and follow verbal and written instructions

• Must possess basic computer skills (internet navigation, Microsoft Outlook, Microsoft Word and Microsoft Excel).

Preferred Qualifications

• Dependability

• Professional phone etiquette

• Ability to multi task in a fast-paced environment

• Negotiation and problem solving skills

• Time management and organizational skills

• Display a positive attitude

• Effective written and oral communication skills

• Strong interpersonal skills

• Experience working from home is a plus.

Working Conditions/Physical Requirements

• Sitting for long periods of time.

• Prolonged use of the phone.

Unique Benefits*

• Flexible work environments

• Ready, Set, Grow Career Development Center & access to Change Healthcare University for continuous professional learning & development with more than 5,000 training assets

• Volunteer days, employee giving and matching gifts programs, community awards and dollars for doers, community partnerships

• Employee wellbeing programs and generous health plans

• Educational assistance programs

• US 401(k) or Group RRSP (Canada) savings plans with matching employer contributions

• Be sure to ask our Talent Advisors for more information on location specific benefits and paid time off policies

• Learn more at https://careers.changehealthcare.com

• • Eligibility for some benefits may be limited or not available for part-time employees, be sure to speak with your Talent Advisor.

California / Colorado / New Jersey / New York / Rhode Island / Washington Residents Only:

The applicable base pay for your state is listed below. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Change Healthcare offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Change Healthcare, you’ll find a far-reaching choice of benefits and incentives.

The base pay range for this position is $13.07 - $29.02

Diversity, Equity & Inclusion:

• At Change Healthcare, we include all. We celebrate diversity and inclusivity, respect each other and value our unique experiences. By being our authentic selves, we bring different perspectives into our work and relationships.
• Business Resource Groups (BRGs) play a central role in advancing diversity and inclusion at Change Healthcare. They deepen our understanding of different cultures, people, and experiences, and help foster an inclusive workplace. Change offers eight (8) BRGs. Learn more at https://careers.changehealthcare.com/diversity

Feeling Inspired? Ready to #MakeAChange? Apply today!

COVID Vaccination Requirements

We remain committed to doing our part to ensure the health, safety and well-being of our team members and our communities. As such, some individuals may be required to disclose COVID-19 vaccination status prior to or during employment. Certain roles may require COVID-19 vaccination and/or testing as a condition of employment. Change Healthcare adheres to COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance.

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to

Click here https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information.

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.