Customer Resolution Specialist

Aquent is proud to partner with a leading organization within the healthcare industry, a true innovator dedicated to delivering exceptional patient care and optimizing critical operational efficiencies. This organization stands at the forefront of providing vital services, constantly striving to enhance the patient experience and ensure seamless financial processes. As a pivotal player in the healthcare ecosystem, they profoundly impact countless lives daily through their unwavering commitment to quality and comprehensive support.

Are you a detail-oriented problem-solver with a passion for making a tangible difference in people's lives? Join our dynamic team as a specialist dedicated to resolving critical customer inquiries and ensuring financial clarity for patients. In this pivotal role, you will directly impact patient satisfaction and the financial health of a vital healthcare provider by expertly navigating complex billing, payment, and eligibility issues. Your expertise will empower patients with the support and information they need, contributing significantly to a positive healthcare journey and the overall success of the organization.

To be considered for this role, you must:

• Be authorized to work in the United States
• Not require sponsorship of any kind for the duration of the assignment
• Be able to work on a W-2 basis. C2C or 1099 is not permitted for this position
• Be able to work the following schedule: Monday - Friday, 8:00 AM - 5:00 PM PDT

What You Will Do

• Perform or request adjustments and contractual write-offs as applicable.
• Maintain a thorough understanding of healthcare billing procedures and payment practices of state, federal, and all third-party payers.
• Resolve customer service inquiries related to healthcare billing, including benefit and eligibility information, billing and payment issues, authorization for treatment, and explanation of benefits.
• Perform timely and efficient collection of all self-pay balances by communicating with patients and guarantors to arrange budget plan options and resolve issues.
• Perform presumptive charity determinations as applicable.
• Perform bad debt request transfers as applicable.
• Ensure daily productivity standards of assigned accounts are met and all action codes related to patient accounts are accurately posted.
• Maintain a thorough, practical understanding of established policies and procedures.

Must-Have Qualifications

• High School diploma or GED equivalent.
• 3 years of progressively responsible and directly related work experience.
• Proficiency in government/non-government payer requirements, reimbursement rules, laws, and regulations that govern billing/collection activities.
• Strong understanding of medical terminology, healthcare coding, and reimbursement principles.
• Demonstrated principles and practices of customer service and telephone courtesy.
• Excellent organizational, planning, analytical, and problem-solving skills.
• Exceptional attention to detail and follow-through.
• Demonstrated verbal and written communication skills.
• Proficiency in Microsoft Office applications (Word and Excel).

Nice-to-Have Qualifications

• Experience with healthcare billing systems.
• Certification in revenue cycle management.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium.

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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