Lead, Patient Solutions

Job Title: Lead, Patient Solutions Company: Acclara Department: Patient Solutions Leader: Supervisor, Patient Solutions FLSA Status: Hourly/Non-Exempt Location: This position is remote within the U.
S.
Travel: No travel required Compensation: $16.
33 - $22.
07 OVERVIEW The Patient Solutions Lead provides day-to-day assistance and technical support to their assigned team(s).
This role will be a liaison, between the Patient Solutions team, patients, their representatives, payers, and other departments within Acclara.
This position also partners with management to standardize, develop, and update workflow processes, and monitors team productivity and quality, while working accounts to maximize reimbursement.
Responsibilities include: Assists with training and mentoring of new and current employees on policies, procedures, and systems Oversee employee daily work volumes, ensuring employees are meeting or exceeding department standards Provides feedback to management on team and individual accomplishments, areas of concern, progress, and training needs Partners with management to standardize workflows and establish and improve processes, policies, and procedures to promote efficiency in quality and productivity goals Ensure all escalated requests are identified, tracked, and resolved Ensure all inbound calls are answered and outbound call goals are achieved as outlined in policy/service level agreements.
Review and interpret patient statements, balances, and client contractual terms/agreements Identify contractual and administrative adjustments May monitor documentation of accounts, recorded calls, and in-coming/out-going paperwork Generates and/or compiles various reports such as: accounts receivable, statistical & collector productivity, including detail of accounts and reasons for unbilled claims.
Review all problems claims to determine reasons for, and possible resolution of, problems and delegates follow-up back to employee for necessary action Assist team and supervisor with escalated patient inquiries/concerns and resolve within 24 hours when possible Go-to person for employee questions and concerns and addresses them in a timely and professional manner; obtaining support from management as needed Back-up for all Patient Solution job duties as needed (i.
e.
, receiving inbound calls, making outbound calls, answering questions, handling complaints) Other duties as assigned QUALIFICATIONS High school diploma or equivalent 2+ years’ experience as Specialist, Patient Solutions, or leadership role Strong understanding of patient experience/customer service requirements to include healthcare knowledge with an emphasis on patient and insurance billing Knowledge of EOBs, CPT & ICD-10 codes, HCFAs, UB04s, HCPCS, DRGs and authorizations/referrals Knowledge of computerized registration, billing, collection, and problem resolution procedures Electronic health record experience (Epic, Cerner, Meditech etc.
) Ability to work independently and monitor employee production and quality Excellent eye to detail, customers service, communication (written and verbal), interpersonal, problem solving, and organizational skills Strong computer skills including proficiency with Microsoft Office Suite Ability to navigate health plan websites to verify eligibility, benefits and claim status Must be able to work in a fast-paced department and handle multiple tasks, work with interruptions, and deal effectively with confidential information Preferred Qualifications EPIC experience Physical Requirements: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Listed below are the physical requirements required while performing the duties of this job.
The employee is regularly required to: stand; sit; talk; hear; use hands and fingers to operate a computer and telephone keyboard; and reach, stoop and/or kneel to install computer equipment The employee must have the specific vision ability to complete close vision requirements due to computer work The employee is required to be able to complete light to moderate lifting Our Commitment to Diversity, Equity, and Inclusion We welcome and respect the variety of experiences, viewpoints, and cultural backgrounds that everyone brings to our workplace.
Acclara makes every effort to promote a workplace where leaders model inclusive behaviors and individuals feel respected, valued, and empowered.
Together, we promote and sustain an inclusive workplace where people feel a sense of belonging.