Position Summary

• An Inbound Patient Account Services Specialist advocates for the patient and portrays “Putting People First” by taking a hands-on approach to help people on their path to better health.
• In this role, a Inbound Patient Account Services Specialist will provide a high level of customer service, resolve patient billing questions, and report potential trends to Leadership for review.
• Billing Specialist I will be responsible for qualifying, preparing and submitting claims to Medicare Part B, Major Medical and Medicaid. Individual must work with LTC facility staff, Omnicare pharmacy operations staff, prescriber offices, third party payers, patients and/or their responsible parties and claim processors.
• This position requires work within several different operating systems and web based programs to retrieve document images, collect supporting or additional information on fills and work claims through to resolution to ensure compliant, timely and accurate billing practices.

We will support you by offering all the tools and resources you need to be successful in a collaborative team environment.

Key Responsibilities of the Inbound Patient Account Services Coordinator:
• Develop a deep understanding of CVS Specialty processes and learn how customer service impacts a patient’s journey from order to reimbursement for services.
• Helping patients to navigate complex billing and reimbursement processes to assure efficient and timely billing and reimbursement for services.
• Build a trusting relationship with patients by engaging in meaningful and relevant conversation.
• Manage difficult or emotional situations, responding promptly to patient needs, and demonstrating empathy and a sense of urgency when appropriate.
• Accurately and consistently document each interaction in the appropriate Revenue Cycle system.
• Record, review, and take next steps to follow-up and resolve patient concerns.
• Gather and examine patient information to determine eligibility for payment plans.
• Meet call center metrics that include call volume and call quality.
• Use technology to effectively liaison with other departments across CVS Specialty.
• Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone.

Required Qualifications:
• 6 months experience in healthcare billing, ealthcare reimbursement, medical insurance/billing or related work, collections practices, and/or infusion services.

•Working knowledge of medical terminology.
• Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel.

•Strong communication, interpersonal, and prioritization skills

•Must be highly organized and detail-oriented.

•Ability to work in a fast paced, rapidly changing environment

• Good computer skills requiring basic knowledge of Microsoft Word, Excel, PowerPoint, Outlook and good typing skills.
• Effective written and verbal customer service skills.
• Ability to work independently and on a team.
• Ability to offer emotional support and empathy.
• Flexibility with work schedule to meet business needs, including but not limited to 8-hour work shifts from 8:00am – 8:00pm EST (Monday – Friday).

Preferred Qualifications:
• 1 year experience in healthcare billing, collections practices, and/or infusion services.
• 1 year experience in pharmacy billing and reimbursement.

Education
• Verifiable High-school diploma or GED required.