Patient Billing Communications Representative, Senior

DescriptionWho We Are At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!The PositionAs Patient Billing Communications Representative Sr at Panorama Eyecare, you will play a pivotal role in our mission to deliver the best eyecare. You'll be part of a collaborative team that values Partnership, Engagement, Excellence, and Stewardship. Together, we create an environment where mutual respect is at the forefront, equipping you with the tools, training, and empowerment necessary to excel in your role.The RoleThe Patient Billing Communications Representative SR for the Billing Call Center will contribute to the fulfillment of Panorama’s mission statement by being a welcoming voice for all patients calling Panorama, processing account payments, verifying insurance and communicating statement balances. They follow established office guidelines and serve as a general information source for patients and Patient Billing Communication Representative I’s & II’s while remaining upbeat and professional. They are able to work independently and as part of a team with little supervision. They add to the dynamics of the department and to Panorama Eye Care as a whole.Major ResponsibilitiesAnswer the phone before the third ring. Always positive and friendly with patients, co-workers and anyone who calls in for assistance via inbound or support queue. Verifies patient information and confirms phone number, address, insurance information (including vision plans). Obtains and retains advanced knowledge of insurance company participation and billing requirements including when an authorization is needed, when a referral is needed or when an account needs to be escalated to a collection specialist. Updates patients' information correctly in the system, providing consistency for patient listing and billing information- including name, DOB, address, phone number, email address, insurance with few errors. Ability to answer and de-escalate advanced billing questions for patients assisting Patient Billing communication representative I and II’s following established guidelines. Assists with answering and triaging escalated telephone calls and routing them according to established guidelines using the provided triage guide. Puts patients first and stops all non-work-related conversations when there are calls, voicemails, emails in the queues. Answers and screens telephone calls, voicemails, emails efficiently, providing non-medical instructions to patients regarding their upcoming office visits or statement balances. Serves as a primary point of contact for patient billing communications, addressing inquiries, offering assistance with billing-related escalations and concerns. Answers questions regarding insurance billing and office financial policies. Assists patients and level I and II Patient Billing Communications Representatives as needed. Provides the highest level of customer service to all patients. Assists leadership in maintaining work performance levels and services. Ensures confidentiality of medical records and patient information in accordance with HIPAA laws. Additional ResponsibilitiesProductivity: Calls patients back throughout the day when voicemails are left. Productivity: Processes emails throughout the day as they are received. Productivity: Ability to accurately manage 55+ calls per day after six months of employment. Productivity: Unavailable time does not exceed 30 minutes/day excluding breaks and lunch May serve as a first point of contact to Patient Billing Communications Representative I and II’s assisting leaders to meet business needs. May serve as a point of contact for billing escalations and perform other duties as assigned. May serve as trainer to new team members ($2.50 differential per hour of training).RequirementsWho You Are Performance/Skills RequirementsKnowledge of proficient computer skills and application software. Demonstrates advanced ability to multitask. Achieves and maintains a minimum average quality score of 95% after six months of employment. “Unavailable” times on the phone less than 30 minutes/day. Ability and willingness to take initiative when there is a task that needs to be completed. Does not remain idle when there is work to be done. Exceptional time management skills. Exceptional attendance and punctuality. Demonstrated knowledge of English grammar and spelling. Effective in establishing and maintaining working relations with patients and staff. Possesses exceptional customer service skills. Demonstrated ability to maintain confidentiality of sensitive information (HIPAA compliance). Education/Certifications/ExperienceHigh school diploma or GED. Previous experience in a medical office setting preferred. Advanced Word processing/computer experience. Advanced Knowledge of typical office work environment. Has served as a Patient Billing Communications Representative II or equivalent role preferred. Previous medical billing, customer service experience of greater than one year preferred. Additional Job DetailsThis is a Full-Time position Compensation for this role will be $22-23 an hour based on experience/certification. This is a Full-Time remote position for candidates who reside in one of the following approved states: CO, FL, KS, MA, MI, MO, NM, OR, PA, SC, VA, WY, TX or NC.Our Growth OpportunitiesAt Panorama Eyecare, we care about our employee’s ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.Our Employee PerksPTO Accruals Start at 3 WeeksComprehensive Medical and Dental InsuranceCompany Paid Optical AllowanceCompany Paid Routine Eye CareShort Term and Long-Term Disability InsurancesEducational AllowanceGenerous Paid Holiday Program401K With Company MatchJoin Our Team!Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care, but also shape the future of our practices. Together, we are transforming the eyecare landscape. Our job postings are open for 30 days or until a qualified candidate is hired. Click "apply" now and let your passion for excellence and patient well-being shine!EEOCPanorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.