Patient Customer Care Specialist

Aquent is partnering with a major medical client to source a Temporary Patient Customer Care Specialist. This role is responsible for performing customer care activities in accordance with applicable federal, state, and local standards, guidelines, and regulations. Responsibilities include customer service, billing inquiries, and patient account balance collection activities associated with the hospital (HB) and professional (PB) revenue cycle.

The ideal candidate provides excellent customer service to patients and their families, answers basic billing questions, collects and updates patient information, and explains statements and insurance payments to facilitate an improved revenue cycle. This position handles a high volume of inbound and outbound contacts, requiring sound problem-solving skills, de-escalation abilities, and a high level of professionalism adhering to CI-CARE principles.

Day-to-Day Tasks

• Provide excellent customer service by resolving concerns and responding to patient inquiries professionally, aiming for first-call resolution.
• Support patients by establishing financial arrangements, researching billing disputes, and explaining the revenue cycle.
• Document customer encounters clearly and accurately in the Epic Electronic Medical Record (EMR) and Epic CRM in-basket systems.
• Respond to departmental communications via email, fax, letters, and system work queues.
• Resolve Hospital Billing (HB) and Professional Billing (PB) customer service inquiries, including insurance verification, benefit/eligibility information, billing/payment issues, treatment authorizations, and Explanations of Benefits (EOB).
• Perform timely and efficient collections of HB and PB self-pay balances, arrange budget or payment plan options, and perform presumptive charity determinations when applicable.
• Execute or request account adjustments and contractual write-offs in accordance with departmental policies.
• Communicate and escalate complex issues or billing trends to leadership in writing.
• Maintain strict schedule adherence, daily productivity metrics, and quality standards.
• Provide peer training or demonstrate duties to other staff members or temporary personnel when required.

Qualifications

• High school diploma, GED equivalent, or equivalent work experience required.
• Associate's Degree in a business-related field preferred.

• Two (2) years of progressively responsible customer service or payment collection experience (healthcare industry preferred).
• One (1) year of experience with medical billing terminology preferred.
• One (1) year of experience with an Electronic Medical Record (EMR) system preferred.
• Prior experience working in a high-volume call center environment preferred.

Knowledge, Skills, and Abilities

• EHR/CRM Systems: Experience with Epic Professional Billing, Epic EMR, or Epic CRM systems preferred.
• Core Software: Proficiency in Microsoft Office applications (specifically Word and Excel).
• Regulatory Knowledge: Understanding of government and non-government payer requirements, reimbursement rules, laws, and regulations governing billing/collection activities.
• Coding Familiarity: Basic familiarity with medical terminology, CPT-4, ICD-9/ICD-10, HCPCS, and modifier coding, and how they drive healthcare reimbursement.

• Strong verbal and written communication skills with an excellent command of telephone courtesy.
• Proven ability to de-escalate difficult callers, build rapport, and maintain a calm, empathetic demeanor.
• Strong organizational, analytical, multitasking, and problem-solving skills to resolve account discrepancies.
• Meticulous attention to detail and thorough follow-through.
• Ability to accurately document action steps while actively handling live phone calls.

The target hiring compensation range for this role is $24 to $25.19 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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