May 30, 2020

Patient Resolution Specialist

  • Professional Diversity Network
  • Phoenix, AZ, USA

Job Description

CVS Health

Job DescriptionBe a part of our growing team at our Phoenix facility! As a Patient Resolution Specialist in our Infusion Accounts Receivable (A/R) Department, you will provide support to our Specialty Infusion members with questions and concerns related to their billing and payments. In this Patient Resolution Specialist role, you will answer questions regarding charging, insurance, and billing. You will also be monitoring the review of patient liabilities for payment status and providing excellent customer service through collection processes and patient inquiries. Additional responsibilities of the Patient Resolution Specialist include: Perform and complete all necessary customer service and collection procedures while maintaining expected call volumes Secure and update account demographic information Request payments from guarantor in accordance with established policies and procedures Document accounts appropriately for follow up and coordinate as needed with other departments or units to facilitate timely resolution Process credit card and check payments accurately Interpret letter series and patient facing communications to resolve patient inquiries Offer monthly payment plans where patient are unable to pay the full outstanding balance in accordance with defined policies and procedures Seek delinquent balance collections by contacting patients via telephone Focus on attaining daily productivity standards, recommending new approaches for enhancing performance and productivity when appropriate Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices"Required Qualifications1+ years of experience in customer service, billing/collections, or call center environment or CVS externship experience within the Billing, Collections and/or Customer Service Departments at the Phoenix Shared Services Finance Center. 1+ years of experience working with the Microsoft Office SuitePreferred QualificationsExceptional communication, customer service, and phone etiquette skills.-Familiarity with customer service expectations, computer processing, and medical and billing office terminology.-Prior experience working in a call center environment.-Able to work independently with little direction while managing multiple tasks simultaneously, prioritizing issues as they arise and escalating issues when appropriate.-Prior related healthcare Revenue Cycle experience within third party payment methodologies and documentation. -Knowledge of healthcare billing, collections practices, and/or infusion services.EducationVerifiable High School Diploma or GED is required.Business OverviewIt's a new day in health care.Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.At CVS Health, we work every day to help people on their path to better health. Never has it been more important for us to deliver on our purpose to our valued customers, patients, members, and employees. With a presence in communities across the country, CVS Health colleagues are and will continue to be a critical piece of the country's health care solution. The health and safety of our employees, patients, customers, and members is our top priority as we face the impact of COVID-19 together. If you would like to learn about the actions we are taking as a company as we learn more about COVID-19 and its spread, we encourage you to visit our COVID-19 resource center at offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. Please note that we only accept applications for employment via this site.We provide reasonable accommodations to qualified individuals with disabilities. If you need to request an accommodation, a qualified interpreter, written information in other formats, translation or other services, please contact our Advice and Counsel Reasonable Accommodations team by emailing Advice and Counsel Reasonable Accommodations team or calling 877-805-9511.If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout, contact the Modern Hire Help Desk at 1-877-451-1695 or

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