Revenue Cycle Customer Service Specialist

Revenue Cycle Customer Service Specialist

The Virginia Eye Institute (VEI) is a large and dynamic practice of ophthalmologists and optometrists in the Richmond, VA area. We are searching for a full-time Revenue Cycle Customer Service Specialist to join our busy practice.

This position will be responsible for assisting patients as well as internal customers with aspects of their revenue cycle interactions related to services at VEI offices and the Ambulatory Surgery Center located in Richmond, VA metropolitan area. This includes responding to questions about and being part of the patient collections process. The successful candidate will be driven to provide industry-leading patient/customer service as part of a cohesive team, take initiative and collaborate with peers. To do this, they will need to understand how to present answers to patients/customers in a caring and calm manner and work well in a team environment.

Responsibilities

• Communicate with patients/customers in a consistently positive and helpful manner.
• Assist patients/customers with questions related to financial assistance and/or payment plans.
• Maintain and communicate knowledge of the patient collections processes.
• Review accounts in assigned buckets to assess collectability and make recommendations to leadership regarding next steps.
• Politely and professionally handle all incoming telephone calls in a timely manner while maintaining high quality standards.
• Ensure patient pre-pay requirements are met according to policy and/or notify patient and clinical staff when procedures may need to be cancelled/postponed.
• Make outbound calls related to patient collections for both pre-procedure as well as post-procedure patient responsibilities.

Personal Qualifications

• Strong customer service skills and a patient/customer centered focus.
• Excellent written and verbal communication skills.
• Ability to deescalate discussions with patients/customers.
• Ability to manage shifting priorities in a fast-paced environment.
• Maintain high degree of attention to detail.
• Strong work ethic.
• Must meet attendance and performance/customer service standards.

Desired Skills and Experience

-Strong organizational skills

-Demonstrated patients/customer service skills.

-Experience in a call center environment a plus

-1 year of experience directly related to the duties and responsibilities.

-Preferred familiarity in a healthcare environment.

-Must be able to work independently and achieve goals.