RCM Patient Experience Specialist

About the Company

CardioOne partners with independent cardiologists to provide innovative solutions that improve patient outcomes and reduce costs. Our platform helps our physician partners thrive in today’s fee-for-service environment and prepare for success in value-based care. In February 2024, we partnered with WindRose Health Investors as well as top physician services and payor executives to grow our team and invest in our next phase of growth.

CardioOne offers a magnificent work environment, good working conditions, and competitive pay. We offer medical, dental, vision, and a 401k plan with a match to benefit eligible employees. We offer PTO (Personal Time Off) and sick time to full-time employees.  We take pride in creating a culture of employee engagement that translates into an exemplary patient experience. Join us in our mission to positively impact US cardiology.

About the Job

CardioOne is hiring a Patient Experience Specialist to join their ever-growing team! You will be responsible for supporting revenue cycle operations at our cardiology practices to achieve maximum efficiency and performance.  You will aim to enhance the patient’s billing experience, reduce inefficiencies and help the organization avoid losing access to patient reimbursement. You will report directly to the Associate Director of Revenue Cycle Management Patient Access and Accounts and work remotely.

What you’ll do:

• Practice Patient Support and Service – Be an expert resource in providing support to CardioOne’s practice partners by managing patient questions regarding billing, insurance, payments, and account statuses via multiple forms of communication, including email, virtual messaging platforms, and phone calls. Explain account information to customers with a focus on achieving first-contact resolution. Resolve customer complaints or concerns through active listening, empathy, professionalism, and targeted problem-solving.  Engage in process-improvement exercises to proactively address workflows generating patient concerns or complaints.  Maintain accurate logs of customer interactions within the athena EMR to ensure transparency and follow-through.
• Financial and Administrative Operations – Serve as a real-time support resource to process credit-card payments for outstanding patient bills, establish payment plans, and research and initiate patient refunds. Manage local practice patient financial policy, ensuring completeness and compliance of credits or adjustments.
• RCM Key Performance Indicators and Optimization – Monitor and maintain patient access RCM KPI’s in resolving insurance and billing questions, processing payments/collections, establishing payment plans, and actively manage patient AR in accordance to RCM supervisor’s initiatives. Overall, continue assisting RCM and practices in improving the patient experience, efficient service delivery, and financial performance.

What you’ll need:

• High School Diploma or equivalent experience.
• 3-5 years of equivalent and relevant experience in customer service, more specifically healthcare insurance.
• Athena Health EMR, strongly preferred
• Patient-focused attitude, committed to delivering excellent service to patients
• Knowledge of medical billing, front office, physician practice management and healthcare business processes and workflow.
• Demonstrated competency of medical billing/coding with an understanding of various insurance carriers, including Medicare, private HMOs and PPOs.
• Excellent written, verbal and interpersonal communication skills.
• Well-developed organizational skills and proficiency in basic office operations to guarantee proper documentation and timely follow-through.
• Proficient computer skills, including accurate data entry in Microsoft Excel, plus documentation and correspondence via Microsoft Outlook and EMR

Work Location:

• Remote: Colorado (preferred), Delaware, Florida, New Hampshire, New Jersey, Pennsylvania, Texas, Rhode Island, North and South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.

Additional Information

Full-time hourly rate of $22-$27 plus medical, dental, vision benefits along with a matching 401K. This role will have 12 days of PTO and 8 federal holidays. Sick time is provided in accordance with applicable state laws.