Position Summary 

Our Patient Liaison Associates are responsible for resolving issues, directing patient inquiries or complaints, facilitating satisfactory resolutions, and follows up to ensure issues have been resolved for specific accounts. We are interested in speaking with candidates who have the capacity to learn our business and who have the communication skills to explain our services to patients during this difficult time in their life. 

Job Responsibilities 

• Adheres to all company policies and procedures. 

• Return incoming patient calls and inquiries  

• Provides excellent service when communicating estimated costs with patients by phone and email 

• Make outgoing courtesy calls to patient to inform them of potential patient responsibility 

• Whenever possible, resolves question directly so that patient receives prompt satisfaction. 

• Explains account situation accurately in simple language so that patient can understand and how it applies to the particular question. 

• Works assigned tasks, edits, queues and correspondence as assignment in a timely manner. 

• Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures. 

• Identifies and communicates complaint patterns to management team. 

• Demonstrates a positive attitude and serve others with personal service 100% of the time. 

• Meets productivity/performance standards as set forth by management. 

• Maintains patient confidentiality and complies with HIPAA regulations. 

Required Qualifications 

• Highschool Diploma or GED equivalent. 

• 1-3 Years of Medical Billing or Patient Billing experience.  

• Proficient in MS Office (Word, Excel, Outlook) 

• Knowledge of: Medical billing procedures, Explanation of Benefits (EOBs), insurance payment processing, and revenue cycle management.   

• Must be highly organized with a strong attention to detail 

• Demonstrates solid time management skills and organization 

• Strong communication skills and ability to demonstrate patience and empathy. 

• Ability to work with minimal guidance; Proactive, motivated self-starter 

• Flexibility and proven ability to handle and manage frequent changes effectively and efficiently 

• Ability to communicate professionally with patients and facilities 

• Exceptional customer service and phone etiquette 

• Ability to multi-task effectively. 

• Basic knowledge of CPT, ICD-10 

• Knowledge of insurance processing, guidelines and general laws related to all payers. 

• Meets productivity/performance standards as set forth by management. 

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Preferred Qualifications 

• Associate’s degree accounting, finance, healthcare administration, or a related field OR equivalent combination of education and experience  

• Previous experience in customer support/patient advocacy role. 

• Bilingual Spanish preferred but not required. 

• Must possess professionalism, superior organizational skills, communications skills that allow the ability to educate and influence, an unrelenting passion for persistent follow up, and a drive towards problem resolution.  

• Drive for Results (Service, Quality, and Continuous Improvement) – Ensure procedures and processes are in place that will lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement. 

• Communication – Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization to achieve the desired results. 

• Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team. 

• Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations. 

Physical Demands 

• Must possess ability to sit and/or stand for long periods of time. 

• Must possess ability to perform repetitive motion. 

• Ability to lift up to 15 pounds. 

• The majority of work is performed in a desk/cubicle environment. 

Training 

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.  

Other  

• Willingness to work shift work and overtime. 

• Job may require occasional weekends, evenings, and/or holidays.