Self Pay & Customer Service Specialist

About Clinical Health Network for Transformation (CHN)

CHN is a collaboration between Planned Parenthood affiliates across the United States, with a vision to support the mission of bringing high-quality, affordable care to every member of our communities. The organization is committed to strengthening awareness and advancing health equity.

Role Overview

Reporting directly to the Revenue Cycle Manager, the Self-Pay & Customer Service Specialist is responsible for managing self-pay accounts and providing exceptional customer service to patients. This role involves handling patient inquiries, setting up payment plans, and ensuring timely collection of outstanding balances while maintaining positive patient relationships.

Essential Functions

• Manage self-pay accounts by setting up payment plans and ensuring timely collection of outstanding balances
• Provide excellent customer service to patients, addressing billing and payment inquiries, and offering solutions to resolve concerns
• Accurately post payments and adjustments from patients into the billing system
• Perform regular reconciliations of patient accounts to ensure accuracy and completeness
• Investigate and resolve discrepancies or disputes related to patient accounts in a timely manner
• Maintain accurate and up-to-date financial records, including payment plans and collection activities
• Generate and analyze reports on self-pay accounts and customer service interactions to monitor cash flow and identify trends or issues
• Perform various clerical activities to support daily operations
• Create and promote a culture of continuous improvement
• Ensure compliance with all CHN and affiliate policies, as well as state and federal regulations
• Demonstrate commitment to CHN and Planned Parenthood's mission related to health equity, especially centering racial equity
• Demonstrate commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems

Required Qualifications and Experience

• Minimum of 2 years of relevant accounts receivable experience
• Previous experience using ICD-10 Medical Coding and Current Procedural Terminology (CPT)
• Knowledge of medical terminology
• Strong analytical and problem-solving abilities
• Proficiency with Microsoft software (Excel, etc.)
• Demonstrated ability to maintain a customer-centric service approach in a fast-paced environment
• Excellent written and verbal communication