Inbound Patient Account Services Coordinator

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Job Description:

  • 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
  • Build trusting relationships with patients through meaningful and relevant conversation
  • Manage difficult or emotional situations and respond promptly to patient needs with empathy and urgency
  • Accurately document each interaction in the appropriate Revenue Cycle system
  • Record, review, and follow up to 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 with other CVS Specialty departments
  • Provide an outgoing, enthusiastic, professional, and caring telephone presence
  • Report potential trends to Leadership for review

Requirements:

  • 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services
  • Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel
  • Effective written and verbal customer service skills
  • Ability to work independently and on a team
  • Ability to offer emotional support and empathy
  • Flexibility with work schedule to meet business needs, including 8-hour work shifts from 8:00am–8:00pm EST, Monday–Friday
  • Verifiable high-school diploma or GED required
  • Preferred: 1 year experience in healthcare billing, collections practices, and/or infusion services
  • Preferred: 1 year experience in pharmacy billing and reimbursement

Benefits:

  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Paid time off
  • Retirement savings options
  • Wellness programs
  • Other resources supporting physical, emotional, and financial well-being
  • CVS Health bonus, commission or short-term incentive program eligibility
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