Full-Time Support Services Specialist II

The Support Services Specialist II acts as an advocate for the patient and serves as a liaison between colleagues, clients, and State/Government agencies to facilitate coverage for current and future medical expenses.

Responsibilities include:

• Completing daily account functions efficiently and timely.
• Creating, distributing, maintaining, and filing accounting reports and/or correspondence.
• Analyzing and interpreting accounting documents, requiring attention to detail.
• Researching, resolving, and reconciling accounts using medical billing systems; this may include patient interactions.
• Identifying trends, determining root causes for discrepancies, and providing feedback.
• Interacting with clients and internal departments for proper account handling.
• Performing routine tasks with care and attention.
• Answering client calls/email requests promptly, courteously, and professionally.
• Completing or assisting with time-sensitive reconciliation reports and projects.
• Maintaining patient records (updating account balances, addresses, authorizations, correspondence, statements, payment plans, and account status).
• Assisting with escalated customer/client issues, coaching, and training team members.
• Acting as a subject matter expert and supporting leadership with inventory data analysis to drive client satisfaction.
• Serving as a backup in creating, reviewing, and providing client reports.
• Performing other duties as assigned.

Qualifications:

• High school diploma or equivalent.
• 2+ years of customer service experience.
• 1+ year of healthcare experience in patient financial services or insurance collections.
• Proficient knowledge of patient access services, revenue cycle, commercial and government insurance plans (Medicaid, Medicare), payer networks, government resources, and medical terminology.
• Effective communication skills to simplify complex information.
• Experience accessing multiple databases simultaneously or managing multiple open screens.
• Experience with customer interactions requiring live, accurate documentation.
• Ability to handle sensitive information and maintain HIPAA compliance.
• Proficiency with Internet Explorer and Microsoft Office.
• Strong time management skills.
• Understanding of collections terminology.
• Critical thinking and compliance skills.

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