Patient Account Services Specialist (Remote)
About the position
Responsibilities
- Develop a deep understanding of CVS Specialty processes and how customer service impacts a patient's journey from order to reimbursement.
- Help patients navigate complex billing and reimbursement processes to ensure efficient and timely billing and reimbursement for services.
- Build trusting relationships with patients through meaningful conversations.
- Manage difficult or emotional situations, responding promptly to patient needs with empathy and urgency.
- Accurately document each interaction in the appropriate Revenue Cycle system.
- Record, review, and take next steps to follow up and resolve patient concerns.
- Gather and examine patient information to determine eligibility for payment plans.
- Meet call center metrics including call volume and call quality.
- Use technology to liaise effectively with other departments across CVS Specialty.
- Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone.
Requirements
- 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services.
- 1+ years experience with computers, including Microsoft Word, Outlook, and Excel.
- Effective written and verbal customer service skills.
- Ability to work independently and as part of a team.
- Ability to offer emotional support and empathy.
Nice-to-haves
- 1 year experience in healthcare billing, collections practices, and/or infusion services.
- 1 year experience in pharmacy billing and reimbursement.
Benefits
- Full range of medical, dental, and vision benefits.
- 401(k) retirement savings plan.
- Employee Stock Purchase Plan.
- Fully-paid term life insurance plan.
- Short-term and long-term disability benefits.
- Well-being programs.
- Education assistance and free development courses.
- CVS store discount and discount programs with participating partners.
- Paid Time Off (PTO) and paid holidays.
