RCM - Patient Customer Service Specialist

**Lifeline Connections** is a community-based behavioral health organization that specializes in providing confidential and compassionate care to individuals who experience substance use and/or mental health conditions. **Our Vision** - As the premier provider of substance use and mental health services in the Pacific Northwest, we are respected and the most trusted resource for behavioral health treatment and whole-person care. We provide a comprehensive continuum of coordinated quality services, foster enduring relationships, and empower our communities to truly thrive. **Our Mission** - Through superior customer service, high quality programs, and well-trained and dedicated staff, we inspire hope and support lifesaving changes for people affected by substance use and mental health conditions. * * * **POSITON TITLE:** RCM- Patient Customer Service Specialist Non-Exempt Position **RESPONSIBLE TO:** Revenue Cycle Manager **Work Location:** Remote in SW Washington, NW Oregon **MAJOR DUTIES:** The Revenue Cycle Management (RCM) Patient Customer Service Specialist is responsible for providing exceptional service to patients with commercial insurance coverage and self-pay accounts. This position supports the patient financial experience throughout the revenue cycle by verifying insurance eligibility and benefits, assisting with payment arrangements, resolving account issues, and serving as a primary point of contact for patient billing inquiries. The incumbent performs the following duties with a high degree of independence: - Verifies patient insurance eligibility and benefits through payer websites, electronic verification tools, and direct contact with health plans; follows up as necessary to confirm coverage and resolve eligibility issues. - Responds to patient inquiries regarding medical billing, insurance coverage, account balances, payment options, and related financial matters. - Contacts patients regarding outstanding balances, denied claims, payment requests, and overdue accounts; establishes and monitors payment arrangements as appropriate. - Processes and submits patient refund requests in accordance with established policies and procedures. - Serves as the primary backup for the RCM Medical Payment Posting Specialist. - Maintains daily account follow-up worklists and assigned account inventories while meeting established productivity and quality standards. - Identifies, researches, and resolves credit balances, missing payments, unapplied cash, and other account discrepancies. - Audits patient accounts to ensure accuracy and completeness of billing and payment information. - Conducts collection activities for unpaid patient balances in accordance with organizational policies and applicable regulations. - Provides outstanding customer service to patients, staff, providers, and external stakeholders. - Answers incoming telephone calls, emails, and other communications, directing inquiries appropriately and ensuring timely resolution. - Determines patient eligibility for Sliding Fee Scale discounts and other available funding sources. - Assists patients with funding applications and provides Good Faith Estimates as required by applicable regulations. - Documents all activities, communications, and findings in accordance with established policies and procedures, ensuring the integrity and completeness of account records. - Maintains current knowledge of organizational policies, payer requirements, industry standards, and applicable federal and state regulations. - Establishes and maintains professional, effective working relationships with patients, coworkers, providers, and external contacts. - Maintains strict confidentiality and complies with all applicable HIPAA requirements and 42 CFR Part 2 regulations. - Demonstrates strong problem-solving skills and exercises sound judgment in resolving patient account and billing issues. - Maintains knowledge of patient statement systems and ensures patient statements are genera…