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Job Summary:
The Document Request Agent will be working to ensure that all required documents are sent to the payer by the appropiate via and in a timely manner.
Responsibilities:
Duties will be performed by each individual depending on the assignment of responsibilities:
- Reviews patient accounts for accuracy prior to placement to outside collection vendors
- Receive account change requests and review required changes.
- Update insurance plan changes on customer accounts.
- Review account information and update required information, balances, etc.
- Researches and responds to vendor inquiries
- Reviews correspondence in the CWF system and takes appropriate account and document action
- Reviews and authorizes affidavits related to patient billing, as applicable.
- Ensures vendor inventories reconcile to SSC systems by completing recons and updating I-Plans and or placements as needed by the end of each month.
- Assist with the Medicaid Eligibility vendor reconciliation, as requested. Manages the onboarding and termination process for vendors
- Provides support during vendor transitions: Medicaid Eligibility, Early Out, Primary and Secondary agencies.
- Handles all calls. Emails, eRequest and correspondence from collection agencies.
- Responds to requests which include research payments, contractual, approving arrangements, audits, etc.
- Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement"
- Other duties as assigned
Skills and Experience:
- English – Spanish Language (Oral and writing 85% or higher), (B2+ or above).
- Must have a high school diploma or in progress to complete high school.
- At least 6 months to a year of experience in Customer Service or Backoffice positions.
- The resource will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Eastern Time Zone.
- A genuine interest in working with and helping customers.
- Must possess excellent communication skills and involvement.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Good presentation and a polite, tactful, and friendly character.
- Healthcare experience is a plus.