Patient Financial Services Representative

To learn more about how Willamette Dental Group is keeping our employees safe, please visit https://willamettedental.com/safety/ Provide superior customer service to internal and external customers through numerous communication channels. Cultivate collaborative and positive relationships with all entities within the organization. Assure appropriate handling of delinquent balances in support of company and department strategies, policies, and goals. Process patient insurance claims, payments, and inquiries. Essential Position Functions Provide superior customer service to customers in response to high volume phone inquiries in accordance with established performance standards in a call center environment. Partner with locations to arrange patient payment plans. Accurately handle patient insurance billing by complying with standard operating procedures. This includes coordination of benefits, familiarity with preferred provider organization adjustments and filed fee adjustments. Review orthodontic accounts monthly. Take appropriate action when loss or change of coverage occurs. Manage multiple location’s accounts receivable. Audit accounts monthly for balances and credits utilizing excel reports. Refer delinquent accounts to collection agency after exhausting all avenues of recovery including soft collection calls and correspondence. Process location and department adjustments promptly. Process credit balances and if appropriate refund to patient and/or insurance company. Process accident billing for auto and on the job injuries. Apply managed care contracted benefits according to eligibility. Initiate telephone calls to insurance companies, employers and other outside sources to confirm eligibility, investigate claim processing/denials and resolve other concerns. Maintain regular communication with management regarding workload, deadlines and staff concerns. Make recommendations to ensure the highest level of efficiency is being met. Authorize credit card payments on patient accounts. Develop and submit ongoing reports as requested which includes statistics, charts and graphs that utilize multiple computer programs and business math skills. Other duties as assigned. May include posting of collection agency payments, processing bankruptcy paperwork, correcting payment/posting errors, processing NSF checks and opening and distributing mail. Job Qualifications High school diploma or GED required and a minimum of three years previous work experience in a customer service and/or administrative role preferred OR equivalent combination of education and experience which will provide the ability to perform the essential functions of the position. Previous collection experience a plus. Dental insurance and/or billing experience preferred. 10-key and light bookkeeping experience preferred. Knowledge of: Applicable state and federal laws including FDCPA and laws governing the financial responsibility of children, parents and spouses to third parties. Dental practices and procedures as it relates to the laws, regulations, and guidelines pertaining to HIPAA are required. PC hardware and software including Microsoft Word and Excel. Familiarity with soft credit collections preferred. Skill in: Managing multiple tasks and prioritizing workload and meeting deadlines. Maintaining a high level of customer service when solving problems and defusing conflict. Negotiating an agreeable solution that is acceptable to both parties. Ability to: Perform a wide variety of complex tasks, requiring prioritization, discretion and confidentiality. Communicate and problem solve effectively and professionally with all levels of management, employees and patients with minimal supervision. Handle stressful situations, manage conflict and maintain professionalism. Achieve and maintain required customer service metrics. Work cooperatively in a team environment. Relate with others in a respectful and constructive manner. Embrace and promote company’s model of practicing dentistry. Represent the company in a professional manner to customers, employer groups, brokers, professional associations, and the public. Additional qualifications: Current government mandates require full COVID vaccination status, or lawful exemption status, for all persons, including student externs, who will be working or present in an Oregon or Washington health care facility. A pending federal government mandate may require other individuals to attain full COVID vaccination status, lawful exemption status or weekly COVID testing. These rules will be implemented as required by the law. Quarantine may be required for persons working or present in a health care facility, experiencing signs or symptoms of COVID infection or after being exposed to someone who is COVID positive. Willamette Dental follows requirements and precautions for COVID issued by OSHA, CDC and other agencies of the state and federal governments. Company Overview We provide: A stable, dentist-owned private company with an eye on the future. Excellent benefits, including paid time off, 401K with generous company match, and medical dental, life and disability insurances. Tuition reimbursement. A culture of inclusivity and respect in line with our core values of Health, Compassion, Innovation and Integrity. Supportive community outreach dollars and encouragement to volunteer. Thorough employee orientation and onboarding. We are: A provider and employer of choice in the Northwest for 50 years. Dental insurance + providers in over 50 general and specialty offices in OR, WA and ID. Dedicated to proactive care to facilitate the best possible outcomes. Willamette Dental Group is an equal opportunity employer. We evaluate qualified candidates without regard to race, color, religion, sex, national origin, veteran status and other protected characteristics. This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company. This position may be exposed to PHI in the course of his/her duties, and will handle protected information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).