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Billing Inquiry Specialist

Company: Exact Sciences
Location: Madison
Posted on: October 14, 2020

Job Description:

Summary of Major ResponsibilitiesThe Billing Inquiry Specialist provides assistance to Billing and Customer Care Associates in support of Exact Sciences Laboratories mission to delivering world class service to health care providers, patients, and the general public. The Billing Inquiry Specialist will primarily receive inbound calls from Customer Care Associates and provide them assistance with questions and escalation support. The Billing Inquiry Specialist will follow all laboratory and Customer Care Center policies and procedures and maintain accurate data reporting practices, as needed, to ensure consistent and diligent execution of inbound and outbound call handling.Essential Duties and Responsibilities* Answers and responds to incoming calls and other inbound contacts.* Assist with insurance eligibility details required for kit shipment and patient billing requirements.* Interact with providers, patients, and payors to answer questions around claim denials, billing statements, Explanation of Benefits (EOB), and/or payment options.* Educate and assist on inquiries associated with Medicaid, Medicare, and private insurance companies.* Navigate supplemental payor websites to determine eligibility.* Collect payment, establish payment plans, assist with Financial Assistance requests, and refunds as appropriate.* Respond to and interact with customers concerning all aspects of billing through phone, email, or regular mail in a prompt and courteous manner.* Provides escalating support to Customer Care Associates and coaching to the Customer Care Center employees as needed.* Maintains existing client information.* Identifies and escalates priority issues.* Tracks and documents all information according to standard operating procedures (SOPs).* Accurately tracks interactions with Customer Care Associates.* Researches required information using available resources.* Recommends changes to ensure high quality customer service.* Identifies and shares best practices and drives for continuous improvement of the customer experience.* Stays current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).* Stay current with relevant guidelines and policies for medical billing.* Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.* Support and comply with the company's Quality Management System policies and procedures.* Regular and reliable attendance.* Ability to work designated schedule.* Ability to work overtime as needed.* Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.* Disciplined, self-motivated and reliable.* Ability to stay focused on a task and work independently; motivated to perform quality work.* Diligent about arriving to work on time and completing tasks that are assigned in a timely manner.* Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers, as well as peers at all levels of the organization.* Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.* Conducts self in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients, and associates.* Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.* Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.* Ability to work on a computer and phone simultaneously.* Ability to use a telephone through a headset.QualificationsMinimum Qualifications* High School Diploma or General Education Degree (GED).* 4+ years of customer service experience; preferably in inbound/outbound contact center in the healthcare industry.* 1+ years of billing experience.* Demonstrated knowledge of billing and customer service principles and practices.* Excellent knowledge of Patient Support processes and systems; including, but not limited to, inbound and outbound calling and billing processes.* Ability to use Patient Support processes and resources to guide Customer Care Associates/Specialists.* Excellent verbal and written English communication skills.* Must be 18 years of age or older.* Demonstrated ability to perform the Essential Duties of the position with or without accommodation.* Authorization to work in the United States without sponsorship.Preferred Qualifications* Previous work in a laboratory environment.* Knowledge of contact center telephony and technology.* Previous work in a contact center within the healthcare industry.* Excellent knowledge of Patient Support systems; including, but not limited to, Launchpad/Epic and Five9/Cisco.* Demonstrates initiative and willingness to continuously improve processes.We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.

Keywords: Exact Sciences, Madison , Billing Inquiry Specialist, Accounting, Auditing , Madison, Wisconsin

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