RCM/Customer Service Representative

Job Title: RCM Customer Service Representative 

SUMMARY

The Customer Service Representative is responsible for providing exceptional customer service when answering incoming telephone calls to resolve inquiries from patients, payers, or internal and external staff.  They are also tasked with reviewing phone calls to identify trends and root cause issues to be resolved, note such activities as they develop within the Practice Management system, and review patient account information then inform patients of both benefits and outstanding liabilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide exceptional customer service when answering patient phone calls or inter-departmental requests escalated to RCM.
• Accurately review account information and inform patients of both benefits and outstanding liabilities.
• Develop and maintain a working knowledge of ECP patient collection policies, payment plan guidelines, and third-party insurance claims processing.
• Maintain a complete understanding of the appropriate follow-up protocols and required software programs.
• Review telephone calls to identify trends, preventable root cause issues, and communicate these to the Insurance Billing Supervisor.
• Establish effective relationships with other Business Office staff.
• Address and resolve issues relating to patient accounts and note each account in the PM system for an audit trail of account activity.
• Adhere to ECP confidentiality policy which includes verbal, written, computer-generated, computer-accessed, filmed, and recorded information related to patients, their family, visitors, staff, physicians, clients, and is responsible for the protection of the confidentiality of data at all times.
• Work safely and follow all ECP safety requirements, reporting all incidents, near misses, and adverse events.
• Utilize Practice Management (PM) system, and all other software systems, by Billing Office and ECP protocols.

QUALIFICATIONS

• Ability to type and enter data with proficiency and accuracy.
• Ability to prioritize tasks and goals while remaining detail-oriented.
• Experience in Optometry/Ophthalmology physician practice environment.
• Excellent customer service skills.
• Knowledge of medical terminology, healthcare coding systems, and clinics functions.
• Knowledge of HIPAA compliance.

EDUCATION AND/OR EXPERIENCE

• Minimum Required: HS or G.E.D
• Minimum Required: 1-2 years of billing, follow-up, or related experience

LICENSES AND CREDENTIALS

• Minimum Required:

SYSTEMS AND TECHNOLOGY

• Proficient in Microsoft Excel, Word, PowerPoint, Outlook.
• NextGen and Waystar software experience.
• Ability to operate essential office equipment, including multi-line phone, computer, fax machine, scanner, and photocopy machine.

NOTE:  Job descriptions are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

We Offer

• Competitive pay and comprehensive benefits including medical, dental, vision, 401k, paid holidays and Paid Time Off.
• Career experiences that provide team members with opportunities for personal and professional growth in a rewarding work environment.
• Opportunities that spark your imagination and ignite your passion to help others.

If you need assistance with this application, please contact (636) 227-2600

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, and veteran or disability status.

Please do not contact the office directly – only resumes submitted through this website will be considered.

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, and veteran or disability status.