About the position

Explore opportunities with Kelsey-Seybold Clinic, part of the Optum family of businesses. Work with one of the nation's leading health care organizations and build your career at one of our 40+ locations throughout Houston. Be part of a team that is nationally recognized for delivering coordinated and accountable care. As a multi-specialty clinic, we offer care from more than 900 medical providers in 65 medical specialties. Take on a rewarding opportunity to help drive higher quality, higher patient satisfaction and lower total costs. Join us and discover the meaning behind Caring. Connecting. Growing together. This position follows a hybrid schedule with three in-office days per week. Primary Responsibilities: Under the supervision of Customer Service Supervisor, the Business Office Customer Service Representative will answer all patient telephone inquiries regarding patient accounts in reference to Clinic billing, insurance information, collection accounts, and general patient concerns Maintain effective communication with all customers both internal and external including co-workers Provides clear and grammatically correct written responses to patient communications as required Works closely with the team leads and supervisor to address issues and identify problems Employee must have the ability to plan and organize their own work to ensure timely responses, correctly document findings and communication in the patient's account while meeting department standards for quality and productivity Ability to work independently and as a part of a team is required Employee's goal is to answer patient inquires in one call whenever possible You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Responsibilities

• Under the supervision of Customer Service Supervisor, the Business Office Customer Service Representative will answer all patient telephone inquiries regarding patient accounts in reference to Clinic billing, insurance information, collection accounts, and general patient concerns
• Maintain effective communication with all customers both internal and external including co-workers
• Provides clear and grammatically correct written responses to patient communications as required
• Works closely with the team leads and supervisor to address issues and identify problems
• Employee must have the ability to plan and organize their own work to ensure timely responses, correctly document findings and communication in the patient's account while meeting department standards for quality and productivity
• Ability to work independently and as a part of a team is required
• Employee's goal is to answer patient inquires in one call whenever possible

Requirements

• High School diploma or GED from an accredited program
• 3+ years of experience in a health care Call Center or medical insurance environment
• Proven knowledge of insurance billing and KSC contracted health plans' rules, regulations and medical policies
• Demonstrated basic knowledge of medical terminology, ICD10 and CPT coding
• Ability to navigate and use a variety of software applications and online resources
• Proven analytical skills to rapidly evaluate simple patient billing questions and resolve on the first call, or to route complex problems to the appropriate party for follow-up action and resolution
• Demonstrated excellent communication and telephone etiquette, problem solving and active listening skills
• Proven clear and grammatically correct written communications

Nice-to-haves

• Billing and Coding Certificate
• Computer skills to include basic MS Word & Excel, Epic Resolute
• Bilingual Spanish

Benefits

• In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
• No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives.