Specialist, Customer Serv & Patient Collections (Shared Serv Center) - Boston Children's Hospital

Specialist, Customer Service & Patient Collections is responsible to:

• Respond to complex patient/guarantor concerns which span a wide range of issues, including payer denials, coding accuracy/appropriateness, secondary billing, coordination of benefits, verification of co-payments/co-insurance/deductibles and verification/updates to demographic and fiscal registrations in order to verify the patient’s responsibility for all outstanding balances.
• Knowledgeable and fully versed in BCH Credit & Collection Policy and Financial Assistance Policy and must inform patients of all assistance available to them when making payment arrangements, or processing payments.
• Identify any recurring billing trends and or issues encountered through guarantor/patient contact and develops solutions to said problems and escalates as appropriate.
• Resolve issues through feedback, information, and research. Providespositive and effective customer service that supports departmental and hospital operations.
• Analyze, process, and respond to payor and patient inquiries related to refunds and retractions in compliance with federal guidelines and regulations.
• Act as lead for special projects and assignments as identified by management or department on an as-needed basis.
• Act as Subject Matter Expert to management and department Lead or participates in the training of new hires and experienced staff in routine and complex billing practices and procedures.

Requirements:

• High School diploma/GED and 4 years of experience is required
• Ability to perform at a high level of reliability in all duties
• Ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.  
• Takes responsibility in anticipation/prevention of issues from actions and problem-solving inside and outside the department
• Strives to continuously improve services, processes, and other activities that affect quality and productivity.
• Ability to take initiative to complete complex assignments and establish self as a role model for other team members. Conflict resolution skills to de-escalate difficult situations and/or issues with exemplary professional integrity
• Ability to train and support other team members

Boston Children’s Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.