Self Pay & Customer Service Specialist

About the Role

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.

• 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 any discrepancies or disputes related to patient accounts in a timely manner.
• Generate and analyze reports on self-pay accounts and customer service interactions to monitor cash flow.
• Ensure compliance with all CHN policies, state, and federal regulations.

• 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 and proficiency with Microsoft Office, specifically Excel.
• Strong analytical, problem-solving, and interpersonal skills.
• Demonstrated dedication to Planned Parenthood’s mission, vision, and values.

• Experience with Epic, eCW, NextGen, or other practice management systems.
• Medical Billing and Coding certification.

• Health Care Coverage (Medical, Dental, & Vision) effective on date of hire.
• Flexible Spending Accounts and Health Savings Account.
• Short-Term Disability and Basic Life & AD&D Insurance.
• Retirement Plan with 3% employer match after one year.
• Paid Time Off Program including accrual-based PTO, Health Time Off, and 9 paid Holidays.

Required Skills