Medical Billing Intake Specialist

Summary

Join GRAIL's Billing Department as a Medical Billing Intake Specialist! Manage inbound and outbound communications with patients and medical providers to resolve billing issues. You will need exceptional attention to detail, strong communication skills, and the ability to handle multiple tasks. This role requires working independently and collaboratively within a team. The position covers west coast needs, aligning with the west coast timezone. Success in this role demands patience, respect, compassion, and a positive attitude. Grail offers a progressive benefit package.

Requirements

• Exhibit exceptional attention to detail
• Possess strong written and verbal communication abilities
• Have the capacity to handle multiple tasks simultaneously
• Be flexible in handling diverse tasks and adapting to varying schedules
• Be capable of working independently as well as thriving in a highly collaborative team setting
• Exhibit patience, respect for others, compassion, and a positive attitude

Responsibilities

• Manage incoming phone calls and electronic communications, such as emails and Salesforce cases, to address billing inquiries from patients, medical providers and internal staff across multiple departments
• Process card payments and review both patient and provider accounts to confirm receipt and posting of payments, assist patients in establishing a payment plan, provide current balances, and examine relevant documentation that could assist you
• Analyze an account to understand the timeline for when statements were sent, balances due, payments received, and review any documentation that will help you effectively address the caller's concerns
• Initiate outbound communications with patients, physicians, and other medical personnel to promptly resolve billing issues and gather any missing information needed
• Maintain composure during conflict situations and escalate issues to management when necessary
• Take full responsibility for each customer interaction, ensuring that all cases are followed through to completion
• Demonstrate ownership of each customer interaction, seeing all cases through to completion
• Precisely record all customer interactions in GRAIL's customer relationship management (CRM) software
• Conduct a review of new account setups and address any issues that arise during the process
• Register clients in the client billing portal and resolve issues related to login difficulties
• Participate actively in ongoing training sessions and meetings. Keep informed about current processes and any new procedures being introduced within the organization. Ask insightful questions during meetings to clarify concepts and ensure comprehensive understanding. Collaborate with colleagues and leadership to discuss changes, provide feedback, and continuously enhance your knowledge and skills
• Adhere to all established processes and Standard Operating Procedures (SOPs) related to the billing department
• Ensure proper completion of assigned tasks during scheduled working hours
• Demonstrate a thorough knowledge of GRAIL products and procedures
• Abide by PCI, CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines
• Demonstrate a commitment to GRAIL’s core values of Embrace Change, Solve Problems Together,Think BIG!,Be Courageous, and Bring an Open Mind

Preferred Qualifications

• 3+ years medical billing experience and/or Customer Service in the medical field or in a closely-related field
• Excellent verbal and written communication skills, with the ability to engage effectively with both internal and external stakeholders
• Strong interpersonal skills and a proven track record of building and maintaining positive working relationships
• Experience with de-escalation and conflict management with both internal and external parties
• Proficiency in Google Suite (Docs, Sheets, Slides) and prior experience with CRM systems and customer service software
• Strong problem-solving and decision-making abilities, with the capacity to make sound judgments in high-pressure situations
• A customer-focused mindset, with a strong commitment to delivering exceptional service
• Enjoy working in a highly collaborative team environment, while able to work independently
• Adaptability and flexibility to thrive in a fast-paced and dynamic work environment
• Exceptional organizational skills, keen attention to detail, and the ability to handle multiple tasks and priorities simultaneously
• Enjoy a fast paced, high growth - solution oriented environment

Benefits

• Annual bonus plan tied to company and individual performance, or an incentive plan
• Long-term incentive plan
• Progressive benefit package, including flexible time-off
• 401k with a company match
• Medical, dental, vision plans
• Mindfulness offerings