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Patient Experience E-Specialist

Company: Crystal Run Healthcare LLP
Location: Middletown
Posted on: November 25, 2022

Job Description:

  • Handle our live chat online portal regarding patient billing inquiries: inquiries include but are not limited to assisting the patient to understand their statement, collect payment, initiate the refund process, establish payment plans, update patient demographic and/or insurance information; advise patients of our financial hardship program, etc.
  • Reply to overnight/ weekend chats; escalate complex accounts to the appropriate staff.
  • Create and maintain strong business relationships with multiple departments throughout the practice both clinical and non-clinical.
  • Demonstrates understanding of key revenue cycle areas that impact the patient experience and patient collections.
  • Listens to patient concerns, attempts to reach a resolution and refers chats/accounts to the appropriate area at the facility if needed.
  • Research payment options available while navigating and updating multiple patient accounting systems
  • Assess chat status to ensure the protection of patient privacy and compliance with State and Federal guidelines
  • Works as a liaison with our back-end billing software vendor Cedar
  • Some travel may be required.Success Criteria
    • Accountability- Takes responsibility for outcomes of personal actions, decisions, and behaviors. Provides consistent, timely, high quality work. Completes work by established time lines and routinely uses time effectively. Meets annual mandatory education and employee health requirements in the time frame prescribed. Is punctual, observes prescribed work hours and meal periods and has an acceptable overall attendance record. Adheres to safety guidelines and reports environmental issues to Facilities.
    • Adaptability- Accepts and effectively adapts to changes in position, department and organization. Responds to change positively with a genuine desire to support the organization and accepting work assignment adjustments as needed.
    • Communication- Communicates clearly and effectively both orally and written. Demonstrates active listening and respect for other's ideas, problems, and suggestions. Responds in a prompt and friendly manner to requests and inquiries. Respects confidentiality and is HIPAA compliant in all aspects of communication regarding patients, employees and the organization. Utilizes C.L.E.A.R. and H.E.A.R.T.
    • Computer Literacy- Uses computers and software relevant to position effectively and efficiently in the working environment.
    • Customer/Patient Focus- Knows the customer (internal and external) business needs and acts accordingly. Provides consistent, quality service to all patients and customers.
    • Job Knowledge/Technical Skill- Effectively performs essential job functions on a consistent basis. Demonstrates the practical and technical skills and knowledge required for the job. Demonstrates initiative consistent with job expectations to improve performance.
    • Professionalism- Takes pride in presenting a professional image and behavior. Maintains professional appearance by adhering to dress code and wearing identification badge. Acts in accordance with the Core Values.
    • Teamwork/Cooperation- Creates a positive work environment and influences the behavior of other employees by their supportive and positive approach to daily activities within the work environment. Assists coworkers in response to fluctuations in workloads. Maintains positive work relationships by being courteous and respectful. Builds trust and works with integrity. Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically.Qualifications - High School Diploma/GED or related work experience necessary to perform the necessary business office functions. - - Some post-secondary education with emphasis in business, mathematics or accounting helpful but not essential. - 1 to 3 years of customer service - A background in a health care environment or financial setting is highly desirable; General office experience with strong customer interaction will be considered.

Keywords: Crystal Run Healthcare LLP, Middletown , Patient Experience E-Specialist, Other , Middletown, Connecticut

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