Customer Service Specialist - Revo Health - Twin Cities Orthopedics : Job Details

The Customer Service Specialist will demonstrate excellent customer service and documentation while communicating with patients, family members, clinic personnel or outside vendors.

This is a full-time position working M-F from 8:00 am - 4:30 pm. After a period of training at our Corporate Office in Bloomington, this role will be remote.

Revo Health is a professional services company that partners with multiple healthcare groups to deliver exceptional patient care. This position will be employed through Revo Health, working closely with Infinite Health Collaborative (i-Health) and its operating divisions. We offer a comprehensive Medical, Dental & Vision Plan, Maternity Bundle, 401K with Profit Sharing, Tuition Reimbursement, Gym & Car Rental Discounts and more.

Essential Functions:

* Communicate all pertinent patient information regarding their call to include; appointment information, directions, check-in times, referral information and copayments. Inbound calls may also include follow up to questions on current billing statements, concerns regarding current services, and unpaid, denied or rejected billing claims. All communication should be documented according to current policy.

* Ensure professional communication with patients, clinic personnel, and outside vendors over the phone, via email or other written documentation and responding to all inquiries

* Maintain a working knowledge of health care plan requirements and health plan networks

* Verify and document insurance information as defined by current business practices

* Other daily functions may include:

* Review Explanation of Benefits (EOB), researching denials, rejections and/or excessive reductions

* Ensure appropriate forms are used when requesting adjustments, insurance transfers or other specific account changes

* Make outbound phone calls to patients or insurance companies as follow up to unpaid, denied or rejected billing claims and document according to current policy

* Take inbound phone calls through the Centralized Scheduling line as assigned

* Any and all other duties as assigned

Education and Experience Requirements:

* High School diploma/GED or equivalent

* Customer service experience

* Experience in accounts receivable or billing practices as it relates to healthcare preferred

Essential Requirements:

Ability to:

* Comply with company policies, procedures, practices and business ethics guidelines.

* Complete job required training.

* Comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)

* Demonstrate prompt and reliable attendance

* Work in the clinic, office or surgery center during business hours

* Travel independently throughout the clinic, office or surgery center (which may include movement from floor to floor); frequent bending, lifting, standing, stooping or sitting for long periods of time may be required

* Work at an efficient and productive pace, handle interruptions appropriately and meet deadlines

* Communicate and interact in a respectful and professional manner

* Prioritize workload while being flexible to meet the expectations of the daily operations

* Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions

* Understand and execute a variety of instructions

* Effectively operate equipment and communicate on and operate the phone system

* Work independently with minimal supervision

* Travel to other work locations, if required

Performance Expectations - Revo Health's Core Values:

* Integrity - Do the right thing and take responsibility for what you do and say

* Service - Consistently contribute to deliver an exceptional experience

* Quality - Act with high purpose, committed effort, and skillful execution to exceed expectations

* Innovation - Identify progressive solutions that improve service, teamwork, efficiency, and/or effectiveness

* Teamwork - Be a part of the whole; support each other positively

Environmental Conditions:

* Office setting

* High volume call-center environment

Notes:

* Revo Health is an Equal Opportunity/Affirmative Action Employer and will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and the ADA Amendments Act of 2008.

* This position description will be reviewed periodically as duties and responsibilities change. Essential and Additional Job Functions are subject to modification.