Job Description
Patient Services Associate
Remote Type: Fully Remote
Locations: USA, TX, The Woodlands
Time Type: Full time
Job Requisition Id: JR0094442
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.
McKesson Corp is a Fortune 8 company and is one of the largest providers of medicines, pharmaceutical supplies, and health information technology (IT) products and services in the United States with revenues of $231 billion in 2020. The company was founded in 1833 by John McKesson and Charles Olcott in New York with a focus on importing and wholesaling pharmaceutical products. United by our ICARE principles, McKesson’s 80,000 employees work together every day to make better care possible for patients around the globe – one product, one partner, one patient at a time.
Position Description
Patient Services Associate will be responsible for providing outstanding customer service to patients calling in with questions regarding Intrafusion services. This includes review of patient balances for accuracy, reviewing potential liability for treatment plans, and transferring calls to the next level for assistance. Patient Financial Counselors are tasked with maintaining effective communication between patients, infusion site nurses, financial assistance programs, practice organizations, and other departments as needed. Must have excellent written and verbal communication skills, advanced computer literacy, and excellent customer service skills via phone and email.
Key Responsibilities
- Provides best in class customer service by phone, email and in person.
- Answers telephones, returns messages, and collects from patients calling to pay their bills.
- Maintains a high level of customer satisfaction by providing appropriate/applicable levels of competency and professionalism to ensure solutions are provided timely, accurately, and efficiently.
- Maintain knowledge of each financial assistance program and their current qualifying guidelines and criteria. Be able to communicate these requirements effectively to patients.
- Ability to thoroughly explain medical insurance benefits to patients as it relates to their estimated financial responsibility for infusion therapy services.
- Negotiates payment plans on Patient Balance accounts utilizing established policies
- Communicate daily with professional medical personnel (doctors, nurses, pharmacy staff, patient advocates) to carry out program operations
- Respond quickly to issues or concerns from customers and patients
- Make outbound calls to patients to inform and collect balances, helps via payment plans or prompt pay discounts.
- Maintain PHI and HIPAA compliance.
- Performs other job-related duties as assigned by Management.
Shift Details: Monday – Friday 8:00 am -5:00 pm
Minimum Requirements
- 0-1 years relevant experience in healthcare required.
Critical Skills
- Must have strong understanding of confidentiality of patient records and HIPAA compliance
- Must reside within 2 hours of the hub location in The Woodlands, TX
- Experience with patient advocacy, pharmacy or patient assistance programs preferred
- Independent worker, can set own timelines/deadlines and goals
- Excellent and effective business communication skills both verbally and in writing
- Must be proactive and take initiative
- Must have ability to manage multiple, concurrent priorities, strong time management and prioritization skills
- Must be team oriented.
- Must demonstrate an understanding of reimbursement practices including government programs (Medicare, Medicaid), commercial programs, and how these payers coordinate benefits.
- Must demonstrate adaptability to handle changing priorities in a high volume, fast-paced work environment.
- Excellent personal computing skills and a working knowledge of MS Office software.
- Exceptional organizational skills and attention to detail.
- Maintains clear communication with customers regarding mutual expectations.
- Takes personal responsibility and accountability for correcting customer-service problems.
Additional Knowledge & Skills (Preferred or plus skills)
- Knowledge of Medicaid, 3rd party insurance and other external foundations or funding programs for reimbursements a plus
- Adhere to McKesson ICARE standards in all interactions
Education
- High school Diploma
Physical Requirements
- General office demands