About the Role
Customer Service Specialist – Bilingual Spanish
Remote
Full-time (30+ hrs/week)/FULLTIME
PRACTICE OVERVIEW
Radiology Partners, through its owned and affiliated practices, is a leading radiology practice in the U.S., serving hospitals and other healthcare facilities across the nation. As a physician-led and physician-owned practice, we advance our bold mission by innovating across clinical value, technology, service and economics, while elevating the role of radiology and radiologists in healthcare.Radiology is a team sport, and Radiology Partners is building a community of physicians and support teammates who embody our practice values and believe in our bold mission to transform radiology.Our support team is a vital force within the practice, using their gifts and talents to improve the overall healthcare experience.Using a proven healthcare services model, Radiology Partners provides consistent, high-quality care to patients, while delivering enhanced value to the hospitals, clinics, imaging centers and referring physicians we serve.
POSITION SUMMARY
Radiology Partners is hiring a Revenue Cycle Customer Service Specialist.The position will report to the Manager of Revenue Cycle and will focus on providing quality and professional customer service support to patients for all of Radiology Partners clients.
POSITION DUTIES AND RESPONSIBILITIES
- Investigate and conduct root cause analysis for inquiries received from patients and patient representatives
- Coordinate with facilities, payors and collections agency related to a patient account
- Review and resolve patient concerns, which include demographic updates, insurance coverage, resubmitting claims, appeal requests, payments and collection cancellation notice
- Review patient accounts, claim information and explanation of benefits to enable quick resolution of patient issues
- Draft letters to patients, patient representatives, payors, and vendors as needed
- Assist in responding to legal and financial assistance requests
- Maintain various email accounts to ensure patient concerns are properly addressed in a timely manner
- Evaluate customer service processes and provide feedback on improvement plan
- Report on status of patient concerns, trends, and resolutions to the management team
DESIRED PROFESSIONAL SKILLS AND EXPERIENCE
- Bilingual in both English and Spanish (orally and written)
- Revenue Cycle and Customer Service Experience Preferred
- Strong organizational skills with an ability to effectively manage large amounts of detailed information
- Experience in qualitative analysis, root cause analysis, quality assurance practices, and problem solving skills
- Excellent verbal and written communication skills including letters, memos, and emails
- Excellent relationship building skills and aptitude for working collaboratively with cross-functional groups
- Excellent attention to detail
- Positive customer-based attitude and solution-oriented outlook
- Ability to work independently with minimal supervision
- Proficient use of Microsoft Office applications (Word, Excel, Outlook) and internet resources