Patient Account Resolution Specialist

Ovation Healthcare Opportunity

Welcome to Ovation Healthcare! At Ovation Healthcare, we've been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We're looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN.

Summary

Patient Account Resolution (PAR) Specialists serve as the first point of contact for patients to resolve the caller's needs, provide information, and resolve account balances while providing excellent customer service. PAR Specialists service inbound and outbound queues efficiently, with a focus on first-call resolution.

Education or Prior Experience

• GED/High School Diploma
• 1+ years of customer service experience in a call center environment
• Previous negotiations, sales, or collections experience strongly preferred.
• Previous experience in medical collections or revenue cycle preferred but not required.

Duties and Responsibilities

• Ability to handle 75+ inbound and/or outbound calls effectively
• Daily collection on patient account balances to meet or exceed a monthly collection goal
• Analyzes accounts for proper billing procedures and takes necessary action to rebill/resolve as necessary
• Utilize internal and external software to retrieve, input, or modify information needed to explain the charge and answer questions for patients
• The ability to meet specified key performance indicators
• Willingness to follow up with patients as needed to provide information related to account/balance resolution
• Accurately document accounts including details related to the call
• Focused on delivering excellent customer service on each call
• Engages in active listening when dealing with patients in an effort to provide one-call resolution
• Professionally interact with patients, management, and peers
• Dedicated to providing professional representation of Amplify's clients
• Other duties as assigned.

Required Knowledge, Skills, and Abilities

Knowledge of customer service best practices.

Knowledge of calculating discounts.

Knowledge in 10 key by touch typing.

Knowledge of client requirements and guidelines.

Understanding of billing and recovery cycle.

Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.

Working knowledge of Windows-based systems and Microsoft Office products.

Skills

• Interpersonal, written, and verbal communication.
• Negotiating and closing skills.
• Typing speed and accuracy Must be able to type a minimum of 35 words per minute.
• Customer Service Providing professional and empathetic support to callers.
• Professionalism acting in a professional capacity with regards to actions and words.
• Active Listening Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Time Management Effectively managing one's own time to maximize productivity.
• Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.

Abilities

• Multi-TaskingAbility to rapidly switch between tasks, programs, menus, and screens.
• Ability to talk and type at the same time.
• Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• English Comprehension The ability to fluently communicate in and understand English, the primary language of the work team and patient demographics.
• Written Comprehension The ability to read and understand information and ideas presented in writing.
• Written Expression The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression The ability to communicate information and ideas in speaking so others will understand.
• Speech Recognition The ability to identify and understand the speech of another person.
• Speech Clarity The ability to speak clearly so others can understand oral communication.

Desired Qualities

• Attention to Detail Job requires being careful about detail and thorough in completing work tasks.
• Self-Awareness Ability to identify areas of success and opportunities for development in an effort to improve performance. Ability to receive feedback on performance and incorporate suggestions in their daily work efforts.
• Dependability Job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Cooperation Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
• Initiative Job requires a willingness to take on responsibilities and challenges.
• Integrity Job requires being honest and ethical.
• Discretion Job requires the handling of sensitive information and keeping this information confidential.
• Stress Tolerance Job requires accepting criticism and dealing calmly and effectively with high stress situations.
• Adaptability/Flexibility Job requires being open to change (positive or negative) and to considerable variety in the workplace.
• Persistence Job requires persistence in the face of obstacles.
• Achievement/Effort Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.

Working Conditions

This position is located in an office environment and requires the following physical abilities:

• Performing work at a work station for 8 hours
• Interacting with a desktop computer or laptop
• Ability to enter data into systems using a keyboard
• Ability to communicate clearly with patients over a telephone system
• Ability to listen to patients and accurately interpret their communication
• Ability to work at a pace that allows the employee to meet the standard goals as set forth by management