Revenue Cycle Operations Customer Service Intern

Responsibilities

Job Summary

The Revenue Cycle Operation Customer Service Intern will be supporting our Customer Service team with assisting our patients through Chat support. This will provide our interns the opportunity to gain knowledge about our patient experience as well as learn about the technical aspect of our healthcare contact center within our outpatient radiology, patient relations, qualitative research strategies and presentation. This will also provide RadNet with specific data of our patient interest and attention to drive further research and projects.

Essential Duties and Responsibilities

• Answering incoming patient inquiries through Chats and billing inquiries regarding billed services from our East Coast and West Coast facilities in an efficient, friendly, courteous, tactful, calm and helpful manner.

• Responding to patient general inquiries, information updates and billing questions while resolving problems and concerns with accuracy and professionalism.

• Update patient demographics and insurance information as needed.

• Upon obtaining information to facilitate claim payment, enter necessary insurance data and re-file claims with insurance companies.

• Review patient accounts to determine why there is an outstanding balance and effectively explain the details.

• Explain insurance company's explanation of benefits (EOB).

• Participate in projects/meetings and perform other duties as assigned by management.

• Analyzing and evaluating data to identify trends and areas for improvement.

• Utilizing data analytics to inform decision-making and improve operational efficiency.

• Actively participating in cross-functional teams to support company objectives and initiatives.

• Identifying outbound campaign opportunities to engage with patients and promote services.

• Working as a project team member on initiatives related to revenue cycle operations and customer service.

• Creating and delivering presentations to internal stakeholders and potentially external audiences.

• Other duties as assigned.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• Must be attending college or university,

• Excellent verbal and written skills,

• Skilled in Technology Navigation - Text, Chat, ChatGPT, Multi-Platform Integrations,

• Proficiency in MS Office applications, especially Excel, Word, PowerPoint, and Visio.

• Analytical skills (data compilation and analysis),

• High-level skill in gap and workflow analysis.

• Capacity to think critically and strategically about outbound initiatives and their impact.

• Strong team player.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

• Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.

• Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.

• Follows OSHA regulations, eRAD and site protocols, policies and procedures.

• Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

• Practices universal safety precautions.

• Promotes good public relations on the phone and in person.

• Adapts and is willing to learn new tasks, methods, and systems.

• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.

• Consistently adheres to the time management policies and procedures.

• Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling or feeling, speaking, listening and high-level cognitive thinking. Must be able to use a computer and other office machinery, including copiers, scanners, and computer software. Also, must be able to lift up to 10 pounds occasionally with regularity.

Working Environment

An office setting.