WWT Careers

Our organization focuses on providing accurate and timely health-care revenue cycle services in a professional and respectful environment with an eye toward quality, effectiveness and efficiency. Whether you are just starting your career or looking to make a career change, we are confident that we have a variety of positions that match your skills.

Join our team! There are many benefits to working at WWT, which include a supportive work environment that promotes professional and career development, recognition of our staff for providing excellent service and a competitive benefits package.

WWT offers a suite of health-care and retirement benefits including: medical, dental, vision, short-term disability, flexible spending and 401(k) options with an active match.

WWT is an equal opportunity employer.

Opportunities

We encourage you to take a look at our positions and do not hesitate to contact us with questions.

Position Summary:

The Self-Pay Billing Office (SBO) & Customer Service unit is responsible for responding to all incoming inquiries from patients, departments, various billing agencies and other external inquiries. The representative in this team has frequent contact with patients, Patient Financial Services staff, clinic and hospital staff and management, and managers, as well as billing and professional fee and collection services vendors.

The SBO Customer Service Specialist has a thorough knowledge of WWT & UI Health insurance contracts as the unit deals regularly with complex policy and procedural issues that involve contract compliance with regard to HMO, PPO and government payers. Negotiates prompt payment discounts, sets up payment plans according to departmental guidelines, and has a working knowledge of the organizations discount and charity policy.

This position will process all customer service inquiries and follow-ups with quality, compassion and assertiveness. Performs analysis to take appropriate actions on information or documents received. Meets WWT & UI Health guidelines, government and HIPAA policies and procedures by utilizing multiple databases and applications. Applications and Databases consist of: Epic, HealthQuest (McKesson), Cerner (PAM), Ecare CMS, Availity, Healthpay24, On-Base, EZ-Print, MS Outlook, MS Excel, MS Word, Medicare Connex, and other payer websites.

Essential Duties and Responsibilities:

  • Answers patient calls regarding the balances or questions, they have about their statements.
  • Assists patients with understanding their statement balance and provide the available payment option that best suits their needs.
  • Updating patient demographics including insurance coverage, address, employer or covered member information.
  • Resubmits claims to insurance payers when applicable.
  • Initiates, route and follow-up on patient disputes regarding charges or coding issues based on workflows.
  • Ensures accurate billing practices on patient accounts were applied
  • Responds to patient inquiries/concerns received by telephone or mail. Clarifies understanding of the inquiry/concern, determines the appropriate course of action, initiates and/or completes appropriate action, resolves patient complaints and does appropriate customer service recovery when required.
  • Researches and processes accounts subject to bankruptcy regulations.
  • Handles patient in-bound, collections in-bound, collections out-bound calls
  • Other duties as assigned
  • Skills and Abilities:

  • Previous call center or customer service experience in the medical field preferred.
  • Working knowledge of electronic billing systems such as McKesson, Cerner and EPIC
  • Demonstrate an in-depth understanding of all aspects of billing procedures consistent with those performing insurance follow-up activities both hospital and professional billing environment
  • Working knowledge of contracts, insurance billing requirements, UB04 and HCFA 1500 claim forms, Workers’ Compensation, Personal Injury, HMOs, PPOs, MCO, Medicare, Medicaid and compliance program regulations
  • Basic understanding of CPT, ICD, DRG, and HCPC codes
  • Excellent interpersonal, verbal, and written communication skills
  • Ability to demonstrate cultural sensitivity and a respectful, courteous and professional manner in all interactions
  • Ability to balance assertiveness with compassion, empathy and patience for the patient and others
  • Good analytical and organizational skills
  • Motivated individual with a positive and exceptional work ethics
  • Ability to follow directions and written procedures
  • Thorough knowledge of computer operation, keyboard functions, calculator, copier and fax machine operation with standard keyboard skills
  • Computer software skills (i.e. Microsoft Applications and E-mail, etc.)
  • Thorough understanding of HIPAA rules and regulations
  • Bi-lingual Spanish-speaking a preferred
  • Self-starter with strong sense of ownership, assertive follow through and orientation toward results.
  • Strong team player
  • Epic Prelude and Resolute experience a plus and transcribe accurately.
  • Education/Experience:

  • High School diploma or equivalent required. Experience should demonstrate expert level knowledge of analyzing and resolve complex problems in a quick and effective manner. Must have the ability to analyze and interpret data, good problem solving skills and initiative. Experience should also demonstrate the use of effective communication skills with patients and staff; demonstrates proper telephone techniques and etiquette; shows sensitivity to differences of culture; demonstrates a positive and supportive manner in which patients / families/ colleagues perceive interactions as positive and supportive. Exhibits teamwork skills to positively acknowledge and recognize other colleagues, and uses personal experiences to model and teach within organizations standards.
  • Note: To apply, please reference job title, and submit your resume, cover letter with salary history to: jobs@wwtps.com