Customer Resolution Specialist ; Remote

Day - 08 Hour (United States of America) This is a Stanford Health Care job.

Responsible for performing customer care activities in accordance with applicable Federal, State, and local standards, guidelines, and regulations. These responsibilities include, but are not limited to, customer service, billing, and/or patient account balance collection activities associated with the hospital and professional revenue cycle. Responsible for providing excellent customer service to patients and their families seeking information from the business office and general administrative duties related to patient billing that will facilitate improved revenue.

Receives incoming telephone calls and assist patients with information pertaining to their accounts, answers basic billing questions regarding account details and payment options, collects and updates patient information, explains statements and previous insurance payments, and follows established scripts for common inquiries. Knowledgeable in the full scope of medical billing and is empowered to make decisions independently regarding patient financial responsibilities in accordance with departmental policies.

Identifies and reports trends and issues impacting the patient financial experience. Exerts a strong ability to deal with difficult customers and can de-escalate callers to productively find a resolution to the caller's concern. Uses sound and thoughtful problem-solving skills to resolve account discrepancies ensuring timely collection of balances. Handles a high volume of inbound contacts, and outbound contacts, as needed.

Operates with a high level of professionalism adhering to Stanford's CI-CARE principles in all interactions.

Stanford Health Care

Provides excellent customer service by resolving concerns and responding to patient inquiries in a professional and engaging manner with a goal of first-call resolution. Patient support may include establishing financial arrangements, researching patient disputes, and/or explaining of Revenue Cycle Clear documentation of customer encounters entered in Epic Electronic Medical Record (EMR) Builds rapport with the caller by remaining calm, empathetic, and displaying patience Responds to all communications coming into the department in the form of email, fax, letters, Epic EMR, Epic CRM in-basket.

Communicates and escalates issues to leadership in writing when necessary. Resolves HB and PB customer service inquiries, which could include:
Insurance verification Benefit and eligibility information Billing and payment issues Authorization for treatment Explanation of benefits (EOB) Performs or requests adjustments and contractual write-offs as applicable. Performs timely and efficient collections of all HB and PB self-pay balances by patients/guarantors and others to collect or arrange budget plan options and resolve issues. Performs presumptive charity determinations as applicable. Ensures daily productivity and quality standards are met.

Provides training to other staff members (or temporaries) on particular job functions or demonstrates tasks/duties when required. Maintains a thorough, practical understanding of departmental established policies and procedures. Maintains a thorough understanding of hospital and professional billing procedures and payment practices of state, federal, and all third-party payers. Adheres to Stanford’s CI-CARE principles in all interactions. Maintains excellent schedule adherence.

Performs other duties and responsibilities as assigned.

High School diploma or GED equivalent or equivalent work experience required. Associate's Degree in a business-related field preferred

One (1) year…