Patient Liaison Associate (Hybrid)

Position Summary
Our Patient Liaison Associates resolve issues, direct patient inquiries/complaints, facilitate satisfactory resolutions, and follow up to ensure issues are resolved for specific accounts. They explain services to patients.

Job Responsibilities
- Adhere to company policies and procedures
- Return incoming patient calls and inquiries
- Communicate estimated costs to patients by phone and email
- Make outgoing courtesy calls about potential patient responsibility
- Resolve questions directly when possible
- Explain account situations accurately in simple language
- Complete assigned tasks, edits, queues, and correspondence in a timely manner
- Note recurring questions/problems that may be alleviated via policy/procedure changes
- Identify and communicate complaint patterns to management
- Demonstrate a positive attitude and provide personal service 100% of the time
- Meet productivity/performance standards
- Maintain patient confidentiality and comply with HIPAA regulations

Required Qualifications
- High school Diploma or GED equivalent
- 1–3 years of Medical Billing or Patient Billing experience
- Proficient in MS Office (Word, Excel, Outlook)
- Knowledge of medical billing procedures, EOBs, insurance payment processing, and revenue cycle management
- Highly organized with strong attention to detail
- Solid time management and organization
- Strong communication skills; patience and empathy
- Ability to work with minimal guidance; proactive self-starter
- Flexibility to handle frequent changes
- Professional communication with patients and facilities
- Exceptional customer service and phone etiquette
- Ability to multitask
- Basic knowledge of CPT and ICD-10
- Knowledge of insurance processing, payer guidelines, and general payer laws
- Meet productivity/performance standards

Preferred Qualifications
- Associate’s degree (accounting/finance/healthcare administration) or equivalent experience/education
- Customer support/patient advocacy experience
- Bilingual Spanish (preferred)
- Professionalism; ability to educate/influence; persistent follow-up; drive toward problem resolution

Physical Demands
- Sit/stand for long periods; repetitive motion
- Lift up to 15 pounds
- Desk/cubicle environment

Training/Other
- Job-specific, safety, and compliance training assigned based on job functions
- Willingness to work shift work and overtime; occasional weekends/evenings/holidays

Conditions of Employment
- Complete pre-employment: criminal background check, drug screening, credit check (for certain positions), and reference verification