CVS Health

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Patient Resolution Representative

at CVS Health

Posted: 11/21/2019
Job Reference #: 1096406BR

Job Description

Job Description
Be a part of our growing team at our Phoenix facility! As a Patient Resolution Representative in our Infusion Accounts Receivable (A/R) Department, you will provide support to our Specialty Infusion members with questions and concerns related to their billing and payments.

In this Patient Resolution Representative role, you will answer questions regarding charging, insurance, and billing. You will also be monitoring the review of patient liabilities for payment status and providing excellent customer service through collection processes and patient inquiries.

Additional responsibilities of the Patient Resolution Representative include:
Perform and complete all necessary customer service and collection procedures while maintaining expected call volumes

Secure and update account demographic information

Request payments from guarantor in accordance with established policies and procedures

Document accounts appropriately for follow up and coordinate as needed with other departments or units to facilitate timely resolution

Process credit card and check payments accurately

Interpret letter series and patient facing communications to resolve patient inquiries

Offer monthly payment plans where patient are unable to pay the full outstanding balance in accordance with defined policies and procedures

Seek delinquent balance collections by contacting patients via telephone

Focus on attaining daily productivity standards, recommending new approaches for enhancing performance and productivity when appropriate

Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices"

Required Qualifications
1 + years of experience in customer service, billing/collections, or call center environment

1+ years of experience working with the Microsoft Office Suites

Ability to work in multiple systems/programs while assisting a customer

Preferred Qualifications
Exceptional communication, customer service, and phone etiquette skills.
Familiarity with customer service expectations, computer processing, and medical and billing office terminology.
Prior experience working in a call center environment.
Able to work independently with little direction while managing multiple tasks simultaneously, prioritizing issues as they arise and escalating issues when appropriate.
Prior related healthcare Revenue Cycle experience within third party payment methodologies and documentation.
Knowledge of healthcare billing, collections practices, and/or infusion services.

Education
Verifiable High School Diploma or GED is required

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or cvshealthsupport@us.ibm.com. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!