Patient Services Advisor

About the position As a Patient Services Advisor at Lee's Summit Medical Center, you will play a crucial role in enhancing the patient experience by managing account inquiries through both inbound and outbound calls. This position requires you to communicate effectively with patients, guarantors, and other third parties to gather necessary information and resolve inquiries in accordance with established department policies and procedures. You will be responsible for reviewing patient account information across multiple systems, performing necessary research, and taking appropriate actions to address patient inquiries and outstanding account balances. In this role, you will document all patient inquiries and the actions taken in the appropriate systems, ensuring that all updates to insurance and patient demographic information are accurately recorded. You will also work closely with patients and guarantors to secure payments on outstanding balances, utilizing secured payment methods. If you encounter any patient complaints, you will escalate these to the appropriate department based on the nature of the issue. Your ability to create a positive patient experience will be paramount, as you will need to actively listen, understand, and ensure timely resolutions while maintaining a professional demeanor. Additionally, you will be expected to meet and maintain established departmental performance metrics for both production and quality, adhere to compliance guidelines, and maintain a working knowledge of the workflow, systems, and tools used within the department. This position is a full-time role with a schedule from Monday to Friday, offering flexibility in start and end times within the specified range.

Responsibilities

• Handle account inquiries via inbound and outbound calls from patients, guarantors, or other third parties.

,

• Review patient account information in multiple systems and perform necessary research to resolve inquiries.

,

• Document patient inquiries and actions taken into the appropriate systems.

,

• Update or add insurance and patient demographic information and request rebill.

,

• Work with patients and guarantors to secure payment on outstanding account balances using secured payment methods.

,

• Escalate patient complaints to the appropriate individual/department based on the nature of the issue.

,

• Create a positive patient experience through active listening and timely resolution or escalation.

,

• Follow all Parallon Customer Service Organization (CSO) guidelines and policies.

,

• Meet and maintain established departmental performance metrics for production and quality.

,

• Adhere to all compliance guidelines.

,

• Maintain working knowledge of workflow, systems, and tools used in the department.

Requirements

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales or client manager role.

,

• Previous call center experience preferably in a healthcare environment preferred.

,

• Virtual employees are required to have high speed internet with 25 MB download and 6 MB upload speed (WiFi is not permitted).

Nice-to-haves

• Experience in a healthcare environment is preferred.

,

• Familiarity with revenue cycle management processes.

Benefits

• Comprehensive medical coverage with low copay options.

,

• Dental and vision benefits.

,

• Life and disability coverage.

,

• Flexible spending accounts.

,

• Supplemental health protection plans (accident, critical illness, hospital indemnity).

,

• Auto and home insurance options.

,

• Identity theft protection and legal counseling.

,

• Long-term care coverage.

,

• Moving assistance and pet insurance.

,

• Free counseling services for emotional, physical, and financial wellbeing.

,

• 401(k) Plan with a 100% match on 3% to 9% of pay.

,

• Employee Stock Purchase Plan with 10% off HCA Healthcare stock.

,

• Family support through fertility and family building benefits with Progyny and adoption assistance.

,

• Referral services for child, elder, and pet care.

,

• Consumer discounts through Abenity.

,

• Education assistance (tuition, student loan, certification support, dependent scholarships).

,

• Colleague recognition program.

,

• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage).

,

• Employee Health Assistance Fund offering free employee-only coverage based on income.

Apply tot his job