Billing Analyst - Collegeville, PA req10523
Schedule: Monday-Friday, 8 a.m.-5 p.m.
The Enterprise Accounts Billing Specialist is responsible for analyzing and improving billing processes for accounts that cross regional and joint venture geographies. Bills from these accounts often cover hundreds or thousands of account numbers with differing fee schedule tiers making Quest's traditionally matrixed billing processes detrimental to a positive client experience. Inconsistent fee schedule updates across the organization require a level of ownership and process improvement mindset of the Enterprise Accounts Billing Specialist.
The selected candidate will troubleshoot both routine and complex billing issues (not managed by Optum) across the nation which they identify themselves through regular checks of bills/fee schedule records or those escalated to them by clients, our Enterprise Account Representatives, Customer Solutions Specialists, and/or Sales Directors. They will investigate and analyze customer issues before facilitating resolution and follow-up. They will act as a liaison between Enterprise Account Representatives, Customer Solution Specialist, clients, patients, and our Billing Department. They will be responsible for managing customer relationships of assigned accounts to ensure they receive high quality billing resolution services. Enterprise Accounts includes National Clinical and Nationwide Accounts which represents $105M in revenue and roughly 15,000 accounts.
Duties and Responsibilities:
Defines and standardizes fee schedule creation and update process across the nation for Enterprise accounts.
Works collaboratively with regional leadership to implement and maintain the above process.
Serves as the point of contact for billing issues that our Enterprise Account Representatives and/or Customer Service/Solutions Specialists have obtained during client visits or client calls.
Serves as the point of contact for key clients that request a single point of contact for billing questions and concerns.
Reaches out to Quest Diagnostics Health Plans team and/or insurance companies as needed to better understand denials, patient coverage, and patient responsibilities.
Works with the Enterprise Account Representative, Customer Solutions Specialists, and/or client on Billing in Progress (BIP) and missing information trends and issues.
Maintain and apply an advanced working knowledge of applicable systems (Salestool, Salesforce, QTN, QIS, ESP, QLS, QBS, etc.) and understand how these systems integrate as resources for investigating and resolving billing issues.
Performs client education on simple billing processes, medical necessity requirements, denials, eTrailer, etc. Understands responsibilities of the Optum Billing Solutions Specialist (BSS) and refers appropriate issues to them for follow up.
Pulls invoices for reconciliation for the Enterprise Account Representatives in order to provide to the Billing Department.
Pulls BIP lists and AR (Account Receivable) lists when requested by the Commercial Team.
Education Preferred: Bachelor's Degree in a Life Science, Business, Customer Relations or related field.
Work Experience: Minimum of 4 years of successful customer service experience including responsibility for investigating, analyzing and resolving customer and patient billing concerns in the lab industry. Minimum of 2 years' experience in Quest account setup/price implementation process. Experience working across the Quest enterprise.
Competencies: Customer Focus, Problem Solving, Functions Skills (Billing), Priority Setting
All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.
Quest Diagnostics Incorporated