Customer Service Specialist/Follow-up

Overview

We are seeking a skilled and dedicated Customer Service Support Specialist/Follow-up to join our healthcare team. Iowa Radiology is a patient-centered practice that promotes a more compassionate approach to medicine. We provide our employees the ability to bring their authentic selves to work every day, providing compassionate care for our patients in a collaborative, supportive work environment.

We want YOU to join the Iowa Rad family!
We truly care about our employees, their health and well-being, and their career goals and aspirations. The ideal candidate will play a crucial role in helping us continue to be the premier provider of radiologic services in Iowa by providing high-quality imaging services, ensuring patient safety, and delivering accurate diagnostic information.

• Assist patients with inquiries on their accounts through inbound telephone calls, written correspondence, emails and voicemails.
• Update insurance and demographic information for patients within our account receivable system. Updates may be received from a variety of sources such as phone, email, and traditional mail.
• Document all actions taken on an account.
• Process credit card payments through the merchant processing system.
• Provide price quotes and billing expectations for upcoming appointments
• Work with patients to set up amicable payment plans and help them execute payment methods to ensure timely payments.

• Investigate outstanding claims with insurance companies from the outstanding tickler queue in the billing system.  Follow-up should be completed by searches via the company’s websites or other payer portals when available. Take the necessary actions to resolve the account.
• Update insurance and demographic information as updates are received from a variety of sources
• Document all actions taken on an account
• Provider credit balance information to the refund department when necessary.
• Provide payment posters with documentation to post insurance responses when appropriate.

• Review return mail from patients and insurance companies; research and take necessary actions based on protocols.
• Review, document, distribute, resolve, and scan any misc. correspondence from incoming mail or fax.
• Investigate electronic claim rejections and take necessary actions to resolve these issues.
• Review Health insurance claim forms and attached information for accuracy.
• Work probate estate claims on deceased accounts.

• Review electronic claim rejections from payers.  Research rejection message, make necessary changes and rebill the services.
• Review pre-eligibility checks, verify if suggested charges are appropriate, and make necessary changes.

• Work with clinic staff when billing and balance inquires take place in the patient-facing clinics.
• Scan and index documentation into the document management system.
• Work as a contributing and collaborative team member with others in the billing office to complete billing processes timely, effectively, and efficiently.
• Attend all staff meetings and education workshops/training and notify Billing Manager of any questions/training needed to perform the role.
• Report any issues relating to staffing, morale, work methods, and procedures to the Billing Manager in a timely manner.

• Performs other duties as assigned.

• High school diploma or equivalent GED required. Must be able to read, write, and speak English fluently.

• Minimum of two (2) years of billing and insurance experience.
• Experience with email, internet, and Microsoft office products.
• Knowledge of procedure codes, diagnosis, and insurance specifications preferred.
• Ability to communicate effectively with both internal team members and external customers.
• Excellent organizational skills and the ability to multi-task and make quick but accurate decisions.

• Continuous speaking, hearing, and visual effort.
• Must have the ability to communicate effectively and work independently.
• Continuous mental and visual concentration requiring attention-to-detail and accuracy.
• Working conditions are typical to a normal office or individual home office environment.
• Must possess manual dexterity to operate computer and other office equipment.
• Ability to perform repetitive tasks associated with technology use (phone, computer, applications, and software).
• Must be able to bend, stoop, kneel, or crouch as part of job functions.
• Ability to lift and carry up to twenty-five (25) pounds when necessary