Concern Resolution Specialist

This position is responsible for 2^nd level patient concerns from the Billing Clerks, marketing and other departments in attempts to resolve any concerns regarding coding and billing of patient claims. This position will also answer incoming billing telephone calls as needed. In addition, this position may assist with the Team Lead in training of staff members regarding customer service-related skills.

This is a full time remote position and will work:

Monday - Friday 8:00a-4:30p

Here are just a few things we offer:

• Access to health, dental, and vision insurance
• Health Savings Account $500 matching contribution
• Eligible for PTO and Holiday pay
• Company paid life insurance and long-term disability (full-time only)
• Access to voluntary short term disability insurance (full-time only)
• Access to additional life insurance
• Eligible for Accident and Critical Illness Insurance, Hospital Indemnity and Cancer Guardian
• 401K with employer contribution
• Profit sharing
• Employee discounts
• And much more!

1. Review and Resolution of incoming patient concerns from billing staff. If resolution is not obtained, expediting the concern to the Team Lead for review.  
2. Tracking of incoming patient concerns and resolution.
3. Review and Response regarding any incoming correspondence located in the Patient Lockbox.
4. As part of an overflow queue, answer any incoming telephone calls.
5. Review and respond to incoming inquiries and concerns from other departments, including, but not limited to website requests and social media concerns from Marketing.
6. Adherence to compliance and completion of compliance training.
7. All other job-related duties as assigned.

Education

1. Associate's degree in business, health administration or closely related field is preferred.

Knowledge, Skills, and Abilities 

1. Must be able to become thoroughly knowledgeable in Forefront Dermatology and Industry coding guidelines within 6 months and as CDC or equivalent within 12 months of hire is required.
2. Thorough knowledge of NextGen, payer websites and managed care contracting is required.
3. Minimum of 5 years in customer service, with experience in handing patient or customer complaints is required.
4. Must possess customer service-oriented attitude / behavior as well as a pleasant and poised demeanor.
5. Excellent phone etiquette is required.
6. Ability to work with difficult situations and individuals in a professional manner is required.
7. Ability to show empathy towards those upset regarding a situation and diffuse a negative situation into a positive.
8. Must be detail oriented.
9. Must have excellent communication skills and the ability to communicate effectively orally and in writing.
10. Demonstrated leadership experience. Must be able to demonstrate leadership by serving as an example to others with regard to professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change.
11. Proficiency with Microsoft Word, Excel and PowerPoint is required. Must be able to learn new software quickly.
12. Must possess excellent leadership, organizational, and computer skills.
13. Ability to work effectively and cooperatively with staff, patients, and the public.
14. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
15. Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
16. Ability to maintain confidentiality of information.

For this position, the base pay range is $16.50-$18.00 per hour. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education, certification, or training.

Forefront will never request personal information, such as your social security number or banking information, via text or email.  In addition, Forefront does not use external messaging applications such as WireApp or Skype to communicate with candidates.  If you receive communication or requests of this nature, delete them.  

Salary : $17 - $18