Patient Financial Contact Center Rep

Overview

Hours: Monday through Friday, 8:30am-5pm

Location: Remote

Good enough isn't for us. Duly Health and Care's team members show up every day driven to exceed expectations. We see and support the remarkable in every person within and beyond the walls of our work.

Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning. We invite you to join us, fulfill your purpose and make your mark!

Holistic benefits designed to help our team members flourish in all aspects of their lives, including:

• Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.

• $5,250 Tuition Reimbursement per year.

• 40 hours paid volunteer time off.

• 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.

• 401(k) Match

• Profit-sharing program

Are you ready to challenge the expected to deliver the extraordinary?

The Customer Service Representative works in a call center environment, handling incoming calls from patients, vendors, health plans, and clinic employees. They are responsible for handling questions regarding billing, collections, referrals, payment arrangements, and an array of other financial related questions. A Customer Service Representative is responsible for outbound calling, message response, and interdepartmental communications.

Responsibilities

The Journeys and Adventures that Await

MAJOR RESPONSIBILITIES:

• Provides exemplary Customer Service to patients, providers and employees for Duly Health and Care

• Answers patient questions, inquires, and concerns regarding their accounts.

• Works with patients and providers to resolve account challenges and communicate appropriate next steps for troubleshooting

• Identifies potential revenue cycle challenges and escalates to departmental and/or leadership review as necessary

• Identifies insurance errors and is responsible for updating and loading insurance or identifying the appropriate parties to take the next needed action

• Responds to voice mail messages, My Chart Inquires, requests from Duly Health and Care Website and Patient Correspondence within 48 hours.

• Responds to client relation management messages and MyChart communication within a specified turnaround time

• Provides capitated medical claim status to contracted providers.

• Provides Referral and Authorization Status to patients and providers for capitated and non-capitated plans.

• Reviews billing transactions for accuracy and to help resolve payment posting challenges on accounts

• Liaises with Utilization Management to assist with appropriate resolution of authorization challenges, timelines, and execution

• Reviews insurance portal benefit information for appropriate communication with patients and clients

• Providers capitated claim status to contracted providers and discussion of capitation procedures

• Works with patients to resolve account balance by taking payments, setting up payment plans or screening for Financial Hardship when appropriate.

Qualifications

The Experiences You Bring

Level of Education

• High school diploma or GED

Years of Experience

• 2-5 years experience in membership, customer service, and/or healthcare billing