AR Caller

Education

• Must be at least a high school graduate.
• Proof of education is required for onboarding (Diploma or TOR).

1. Experience

• Minimum of 2 years BPO voice experience in Healthcare or Revenue Cycle Management (RCM).
• Patient-calling experience is mandatory.
• Not accepted: Experience limited to Durable Medical Equipment (DME) or pure back-end healthcare support.

Behavioral & Professional Skills

• Strong behavioral competencies and solid work ethic.
• Must be able to maintain consistent attendance.
• Strong communication skills required.

1. Employment History

• Must have no short employment stints on the resume.

1. Work Setup & Schedule

• Willing to work night shift and shifting schedules.
• Open to onsite reporting in MCK West, Taguig.

1. Job Description

• Researches, resolves, and documents patient (and other clientele) inbound calls involving a wide range of issues utilizing multiple information systems. This includes communications with internal business centers and external customers. Assures customer agreement by summarizing and closing each call appropriately.
• Answering Billing Concerns of the patients. This includes calls with insurance rep, attorney representatives and other patient's representatives and advocates
• Investigates payment status and determines ultimate patient financial responsibility.
• Collect outstanding balance, offer patient assistance with financial responsibility through various financial options. Processing payment from the patients over the phone.
• Obtaining correct/updated insurance information to the patient. Includes adding the said insurance details to the PMS or escalating it over to AR Team to have it taken care of.
• Soft follow up on out-of-pocket cost to the patient’s processing payments over the phone
• Patient Collections

1. Reconcile patient balance (insurance vs patient)
2. Work with Accounts Receivable team for claim resubmission
3. Setting up and managing payment plans
4. Handling credit card disputes
5. Collection Agency Collaboration
6. Working collection agency patient disputes
7. Uploading and maintaining patient accounts in collection agency software
8. Bankruptcy
9. Managing bankruptcy cases (Client Specific Protocol)
10. Policies
11. Work within guidance of Billing Compliance Plan
12. Maintain and follow strict privacy, confidentiality, and safety protocols
13. Comply with all government regulations around the following: HIPAA, OSHA, PCI DSS