Patient Service Specialist

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, offering services that span the eye care continuum. Job Title RCM Patient Services Specialist Eligible States Must reside in the following states: AL, AZ, FL, GA, IL, IN, KS, KY, MI, MN, MO, NC, NJ, OH, OK, PA, TX, VA Practice Locations Shoreline Vision Grand Rapids Ophthalmology Surgical Care Center Walker Surgery Center Huron Ophthalmology Byrd & Wyandotte Oakland Ophthalmology East Texas Job Summary The Patient Services Representative manages patient-facing aspects of the revenue cycle, including patient account follow-up on outstanding balances, statement cycle monitoring, credit balance reconciliation, and refund initiation. The role serves as the primary liaison for patient billing inquiries and escalations, ensuring timely resolution and accurate account activity while supporting multiple practices across the enterprise. Duties and Responsibilities Monitor patient accounts aging reports to identify and follow up on overdue balances. Answer patient phone calls and inquiries regarding billing statements, balances, and payment options. Establish, document, and maintain payment plans and outside financing options when appropriate. Ensure timely posting and reconciliation of patient payments in partnership with practice payment posting specialists. Review statement cycles to ensure timely and accurate patient billing. Work through and resolve any patient-related escalations related to offshore vendors (e.g., Collectly and Promptly) in a timely manner. Identify and investigate credit balances, separating true credits from false credits, and process refunds in compliance with company policy. Collaborate with Accounts Payable on refund processing and documentation. Prepare and distribute aging and balance logs to appropriate stakeholders as requested. Maintain a detailed audit trail of all account activity in the Practice Management (PM) system. Escalate unresolved or disputed patient balances to management as appropriate. Identify trends in errors, false credits, or billing issues and communicate with appropriate leadership for process improvement. Evaluate past-due accounts to determine next steps that may result in transferring to an external collection agency. Adhere to ECP confidentiality and HIPAA guidelines at all times. Adhere to all safety policies and procedures while supporting a culture of high quality and great customer service. Perform other duties that may be necessary or in the best interest of the organization. Education, Licensure & Certification Requirements High School Diploma or GED Experience Requirements Minimum: 1+ years of experience in medical billing, patient collections, or related healthcare revenue cycle functions. Experience in an Optometry/Ophthalmology practice environment preferred. Knowledge, Skills and Abilities Requirements Ability to type and enter data with proficiency and accuracy. Knowledge of medical billing procedures, insurance processes, and patient collections. Understanding of credit balance and refund protocols. Strong communication, negotiation, and problem-solving skills. Ability to provide patient-centered customer service with professionalism and empathy. Professional in appearance and actions. Detail-oriented, organized, and able to manage multiple priorities. Meets attendance and tardiness expectations. Ability to follow verbal and written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations. Interpersonal skills to support customer service, functional, and teammate support needs. Can communicate effectively in English, both verbally and in writing. Intermediate computer operation. Proficiency with Microsoft Excel, Word, PowerPoint, and Outlook. Specialty knowledge of systems related to job function. Familiarity with Practice Management systems (e.g., NextGen, Waystar). Knowledge of state and federal regulations for this position; general understanding of HIPAA and healthcare regulations. Location/Work Environment For on-site team members, work takes place in a normal office/clinical environment. Travel to other locations may be necessary to fulfill the essential duties and responsibilities of the job. Thus, those needing to travel for work must have access to dependable transportation, and their driving record must meet company liability carrier standards. For remote team members, a HIPAA-compliant home office environment is required. The role requires the ability to work in a remote setting while performing required duties and remaining patient focused. Employees may work varying shifts, including early mornings and evenings, to attend meetings and cross-train or support other initiatives. EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. #J-18808-Ljbffr