The Support Services Specialist, not only acts as an advocate for the customer, but also serves as a liaison between colleagues, clients and State/Government agencies in a collaborative effort to facilitate eligibility coverage for current and future medical expenses. This position is responsible for completing daily account related functions in an efficient and timely manner to speed-up the patient-to-payment process. Duties include researching and reconciling accounts, communicating with clients, government and commercial payers and operating within client systems.
Create, distribute, maintain, and file various accounting reports and /or correspondence.
Analyze and interpret accounting documents and/or correspondence, requiring great attention to detail
Research, resolve and reconcile accounts while utilizing various medical billing systems; this may include live interactions with patients
Identify trends, determine root cause for discrepancies and provide feedback
Interact with client and internal departments to ensure proper account handling
Perform routine tasks or repetitious tasks with care and attention
Answer incoming client calls / email requests and handle in a prompt, courteous and professional manner
Complete or assist with time sensitive reconciliation reports and projects.
Perform file maintenance for corrections and additions to patient records such as updating account balances, addresses, authorizations, correspondence information, statements, payment plans and account status.
Other duties as assigned or requested by Supervisory or Managerial personnel such as acting as back up in other departments.
Supports nThrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to nThrive's business practices. This includes: becoming familiar with nThrive's Code of Ethics, attending training as required, notifying management or nThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations.
High school diploma or GED.
At least two years of experience in healthcare customer service or healthcare billing or healthcare collections within the last two years.
At least six months of experience working in a role with a high volume of either inbound or outbound calls.
Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
Experience with customer interactions that require live, accurate documentation of the encounter.
Demonstrated ability to meet performance objectives.
Demonstrated ability to navigate Internet Explorer and Microsoft Office.
Demonstrated experience communicating effectively with a customer and simplifying complex information.
Experience working with customer support including issue resolution management.
Must be able to pass a pre-employment background and drug screen.
Must be available to work second shift between the hours of 10AM ET and 9PM ET.
Be Inspired. Ignite Change. Transform Health Care.From Patient-to-Payment, nThrive provides all the technology, advisory expertise, services, analytics and education programs health care organizations need to thrive in the communities they serve. Our colleagues share a united passion to help health care organizations strengthen their financial position, which translates to accessible, quality care for all. This passion fuels our drive to innovate and participate in community outreach through the nThrive CARES program. Our colleagues are encouraged to think differently and empowered to make a lasting impact that ensures our health care providers, and our world, are healthy and productive.