Medical Associate

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Job Description

Inbound and outbound call handling

Access client PMS(s)

Customer inquiries, support, and issue resolution

Follow Patient Authentication guidelines as per HIPAA guidelines before providing any critical information

Address patient payments queries

Check open balance upon patient request

Provide predesigned discount offers if requested

Reconfirmation of payments made online

Resolve patient issue with making payments online

Processing patient credit cards on secure online portal for patient payments to close their open bills

Transfer calls where payments cannot be taken online or follow agreed upon guidelines.

Roles & Responsibilities

Update PMS(s) pertaining to insurance or address change

Address patient statement related disputes

Other FAQs - any insurance or clinic related clarifications

Address any collection agency related corrections

Patient not wanting to coordinate with collections

Patient paid with proof of payment

Patient providing insurance information after collection agency communication

Collection agency calling with information request

Manage data collection from patient and upload into client PMS (including by not limited to death certificates, charity letters, insurance cards, attorney requests, proof of payments, etc. )

Ensure each account is appropriately updated with detailed memos/notes

Place any outbound calls where patients have left voice message / requested a call back

Work with onshore team in regard to attorney request calls coming in where patient data is requested and provide attorneys with assigned clients forms to be filled and updated.

Capability to be able to transfer calls to client for level II escalation reasons

Qualifications

Senior High School Graduate

High School (Old Curriculum) Completed 4 semesters in 2nd year college with no back subjects.

College Graduate or Associate Graduate.

Preferably with at least 6 months BPO experience and has some knowledge in Revenue Cycle Management

With good to excellent English communication skills

Good team player

Willing to learn and be trained

Willing to work in Tech Tower, Ayala Cebu Business Park

Mandatory Skills

Customer Service(Product&Service)

Additional Skills

Good communication skills -Grammar, Punctuation and Spellings (R, W, S)

Able to accept ownership for effectively solving customer (patient) issues, complaints and inquiries, keeping customer satisfaction at the core.

Good speaking skills over the telephone, Voice skills

Good writing and comprehension skills

Excellent interpersonal and customer service skills

Ability to explain Healthcare billing related issues to non healthcare and healthcare based employees and customers

Proficient with or the ability to quickly learn an array of process and product changes

Basic of MS office tools, outlook, internet

Basic working knowledge on computer

Highly self-motivated to deliver superior customer experience

High energy level and personal resilience

Integrity and desire to comply with all legal and moral standards

Service and quality oriented as well as customer focused

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.