Self-Pay & Customer Service Specialist

RemoteFull-Timemid

OtherCustomer Service Specialist

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Overview

The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.

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The vision of Clinical Health Network for Transformation (CHN) is to support the mission and promise of Planned Parenthood to bring high-quality, affordable care to every member of our communities. CHN is a collaboration between Planned Parenthood affiliates across the United States.

CHN is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health equity in our organization.

Reporting directly to the Revenue Cycle Manager, the Self-Pay & Customer Service Specialist is responsible for managing self-pay accounts and providing exceptional customer service to patients. This role involves handling patient inquiries, setting up payment plans, and ensuring timely collection of outstanding balances while maintaining positive patient relationships.

Manage self-pay accounts by setting up payment plans and ensuring timely collection of outstanding balances

Provide excellent customer service to patients, addressing billing and payment inquiries, and offering solutions to resolve any concerns

Accurately post payments and adjustments from patients into the billing system

Perform regular reconciliations of patient accounts to ensure accuracy and completeness

Investigate and resolve any discrepancies or disputes related to patient accounts in a timely manner

Maintain accurate and up-to-date financial records, including payment plans and collection activities

Generate and analyze reports on self-pay accounts and customer service interactions to monitor cash flow and identify trends or issues

Perform various clerical activities to support daily operations

Creates and promotes a culture of continuous improvement

Ensures compliance with all CHN and affiliate policies, as well as all state and federal regulations

Demonstrates a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community

Demonstrates a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems

Provides positive and development feedback and accountability related to practices including, but not limited to, equity

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at anytime.

Minimum of 2 years of relevant account receivable experience  

Previous experience using ICD-10 Medical Coding and Current Procedural Terminology (CPT) 

Knowledge of medical terminology 

Strong analytical and problem-solving abilities 

Proficiency with Microsoft software (Excel, etc.) 

Demonstrated ability to maintain a customer-centric service approach in a fast-paced environment 

Excellent written and verbal communication skills and ability to collaborate and interact with all levels within and outside of CHN if necessary 

Strong attention to detail and follow-up; and ability to multi-task in fast-paced environment 

Demonstrated dedication to Planned Parenthood’s mission, vision, and values 

Strong interpersonal skills and the ability to build relationships with stakeholders 

Excellent time management, and problem-solving skills 

Strong General Technology Skills: proficient utilization of Excel, Word, and Windows environment,Epic, eCW, NextGenor other practice management systems experience a plus

Medical Billing and Coding certification, a plus

Commitment to advancing race (+) equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society

Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions

Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn

Strong sense of accountability to equitable practices

Understanding of the impact of identity dynamics on organizational culture

Commitment to CHN and Planned Parenthood’s In This Together service ethos, workplace values, and service standards