Inbound Patient Account Services Coordinator

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary An Inbound Patient Account Services Coordinator advocates for the patient and portrays “Putting People First” by taking a hands-on approach to help people on their path to better health. In this role, a Inbound Patient Account Services Specialist will provide a high level of customer service, resolve patient billing questions, and report potential trends to Leadership for review. We will support you by offering all the tools and resources you need to be successful in a collaborative team environment. Key Responsibilities of the Inbound Patient Account Services Coordinator: Develop a deep understanding of CVS Specialty processes and learn how customer service impacts a patient’s journey from order to reimbursement for services. Helping patients to navigate complex billing and reimbursement processes to assure efficient and timely billing and reimbursement for services. Build a trusting relationship with patients by engaging in meaningful and relevant conversation. Manage difficult or emotional situations, responding promptly to patient needs, and demonstrating empathy and a sense of urgency when appropriate. Accurately and consistently 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 that include call volume and call quality. Use technology to effectively liaison with other departments across CVS Specialty. Demonst...