Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.
The Customer Care Associate manages all aspects of the patient A/R processes including statements, collections, and responding to patient inquiries.
Essential Duties & Responsibilities
- Answer incoming patient calls
- Return patient calls daily and assist them with their questions regarding billing statements
- Resolve patient issues by researching the patient’s account and correcting insurance information, demographics, etc.
- Refer any patient questions about specific coding or visit information back to the client when needed
- Complete all aspects of statement processing for assigned outsourcing clients in a timely, accurate, and high-quality manner; processing tasks include, but are not limited to, statement preparation, submission, and reconciliation
- Resolve issues on the Bad Address report by calling patients to get their correct address and/or using online resources to locate updated address information
- Complete all aspects of collection processing for assigned outsourcing clients in a timely, accurate, and high-quality manner; collection tasks include, but are not limited to, collection letter preparation, submission, and reconciliation
- Conduct patient collection calls based on their collection status
- Log all client issues encountered in internal tracking system, including enhancement requests, bugs, errors, and inquiries
- Assist, train, and consult with other departments as needed
- Participate in continuing education of applicable software and hardware
- Participate in departmental and other meetings as requested
- Ensure that management is made aware of client issues or problems in a timely manner
- Complete other tasks as assigned by manager
Skills & Requirements
Education and Experience
- High School Diploma/GED required
- AS Degree or BS Degree preferred
- Healthcare experience a plus
- Medical software experience a plus
- Medical Office experience a plus
Skills, Knowledge, and Abilities
- Strong verbal and written communication skills; able to articulate and communicate complex topics to a broad audience
- Strong customer services skills and high level of professionalism
- Strong desire to learn
- Solid computer skills including Microsoft Outlook, Word, and Excel
- Able to manage variety of tasks concurrently
Work Environment/Physical Demands
- While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
- This role requires that one can sit and regularly type on a keyboard the majority of their workday
- This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as, in-coming and out-going communications via the computer and/or mobile devices
- The role necessitates the ability to listen and speak clearly to customers and other associate
Here’s what we can offer you in exchange for your amazing work:
- Competitive pay
- Medical, dental and vision benefits
- Matching 401(k)
- Generous paid time-off programs
- Education reimbursement
- Growth potential for your career
- Corporate discounts
At Greenway, we strive to imagine, empower, engage, and inspire. Join us!