Note: The job is a remote job and is open to candidates in USA. CVS Health is the nation’s leading health solutions company, dedicated to transforming health care for millions of Americans. The Inbound Patient Account Services Specialist role involves providing high-level customer service, resolving patient billing questions, and advocating for patients during their health journey.
Responsibilities
- Develop a deep understanding of CVS Specialty processes and learn how customer service impacts a patient’s journey from order to reimbursement for services
- Helping patients to navigate complex billing and reimbursement processes to assure efficient and timely billing and reimbursement for services
- Build a trusting relationship with patients by engaging in meaningful and relevant conversation
- Manage difficult or emotional situations, responding promptly to patient needs, and demonstrating empathy and a sense of urgency when appropriate
- Accurately and consistently document each interaction in the appropriate Revenue Cycle system
- Record, review, and take next steps to follow-up and resolve patient concerns
- Gather and examine patient information to determine eligibility for payment plans
- Meet call center metrics that include call volume and call quality
- Use technology to effectively liaison with other departments across CVS Specialty
- Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone
Skills
- 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services
- Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel
- Effective written and verbal customer service skills
- Ability to work independently and on a team
- Ability to offer emotional support and empathy
- Verifiable High-school diploma or GED required
- 1 year experience in healthcare billing, collections practices, and/or infusion services
- 1 year experience in pharmacy billing and reimbursement
Benefits
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
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