Work where every moment mattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the system Position SummaryThe Customer Service Dispute Resolution Analyst is responsible for analysis investigation and resolution of all customer service requests system wide requiring a second level review This individual will be responsible for assessing the patientrsquos complaint from a holistic perspective taking into account the charging billing documentation reimbursement and posting while using an interdisciplinary approach with other departments both within and outside of Revenue Cycle This individual must possess the critical thinking skills required when determining appropriate escalation to the next level for unresolved andor outstanding circumstances warranting further involvement of senior leadership Keeping all parties involved and updated throughout the research phase as well as once finalized Excellent communication skills will be paramount for interaction with patients and colleagues including the ability to de escalate patients show empathy and compassion speak professionally in a manner best suited to the recipient In addition educating patients on the intricacies of the billing and reimbursement in healthcare and the resulting patient balances will be an important component of the position This individual must utilize experience from multiple facets within the healthcare revenue cycle including but not limited to AR Government and Commercial Insurance Federal and State Regulations self pay billing and collections etc The Dispute Resolution Analyst must exhibit initiative to research and resolve an issue to completion on the patientrsquos behalf Position ResponsibilitiesKey Areas of Responsibility Responds and takes action related to calls emails and faxes related to patient billing in a timely and professional manner Uses a patient centric approach to answer questions and provide information Understands healthcare billing and payer regulations to effectively communicate with patients about charges payments and adjustments on their account Investigates and analyzes patient inquiriesdisputes surrounding charging coding payments locations services insurance coverage etc Works with individuals when appropriate at various levels of the organization to find resolution on patient disputes This includes managers directors clinicians etc Maintains thorough organized updated electronic listing of dispute statuses accessible to management at any time Establishes and maintains successful communication and interaction with members of departments vital to successful patient resolution including but not limited to Patient Relations Privacy and Compliance Risk Management HIM Charge AR Follow Up Denials Coding Remit Site Managers Practice Managers as well as Vendor Contacts and Liaisons Takes ownership of all escalated patient complaints and their resolution ensuring adherence to timely compliant and quality standards set by the department leadership team Directs inquiries to appropriate departments if not related to insurance and patient balances Works directly with the Customer Service Manager to identify trends provide improved education scripting etc to prevent similar situations and improve patient experiences Identifies barriers to efficient departmental operations and takes an active role in developing appropriate solutions using the HW model Must be knowledgeable about Epic Navigation and all self pay workflows within the department Ability to analyze accounts related to other self pay workflows as requested Researches and updates self pay accounts processes credits return mail bankruptcy addresses insurances etc processing financial assistance applications and assists with Independence at Home billing Working RelationshipsThis Job Reports To Manager Customer ServiceWork where every moment mattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the system Position SummaryThe Customer Service Dispute Resolution Analyst is responsible for analysis investigation and resolution of all customer service requests system wide requiring a second level review This individual will be responsible for assessing the patientrsquos complaint from a holistic perspective taking into account the charging billing documentation reimbursement and posting while using an interdisciplinary approach with other departments both within and outside of Revenue Cycle This individual must possess the critical thinking skills required when determining appropriate escalation to the next level for unresolved andor outstanding circumstances warranting further involvement of senior leadership Keeping all parties involved and updated throughout the research phase as well as once finalized Excellent communication skills will be paramount for interaction with patients and colleagues including the ability to de escalate patients show empathy and compassion speak professionally in a manner best suited to the recipient In addition educating patients on the intricacies of the billing and reimbursement in healthcare and the resulting patient balances will be an important component of the position This individual must utilize experience from multiple facets within the healthcare revenue cycle including but not limited to AR Government and Commercial Insurance Federal and State Regulations self pay billing and collections etc The Dispute Resolution Analyst must exhibit initiative to research and resolve an issue to completion on the patientrsquos behalf Position ResponsibilitiesKey Areas of Responsibility Responds and takes action related to calls emails and faxes related to patient billing in a timely and professional manner Uses a patient centric approach to answer questions and provide information Understands healthcare billing and payer regulations to effectively communicate with patients about charges payments and adjustments on their account Investigates and analyzes patient inquiriesdisputes surrounding charging coding payments locations services insurance coverage etc Works with individuals when appropriate at various levels of the organization to find resolution on patient disputes This includes managers directors clinicians etc Maintains thorough organized updated electronic listing of dispute statuses accessible to management at any time Establishes and maintains successful communication and interaction with members of departments vital to successful patient resolution including but not limited to Patient Relations Privacy and Compliance Risk Management HIM Charge AR Follow Up Denials Coding Remit Site Managers Practice Managers as well as Vendor Contacts and Liaisons Takes ownership of all escalated patient complaints and their resolution ensuring adherence to timely compliant and quality standards set by the department leadership team Directs inquiries to appropriate departments if not related to insurance and patient balances Works directly with the Customer Service Manager to identify trends provide improved education scripting etc to prevent similar situations and improve patient experiences Identifies barriers to efficient departmental operations and takes an active role in developing appropriate solutions using the HW model Must be knowledgeable about Epic Navigation and all self pay workflows within the department Ability to analyze accounts related to other self pay workflows as requested Researches and updates self pay accounts processes credits return mail bankruptcy addresses insurances etc processing financial assistance applications and assists with Independence at Home billing Working RelationshipsThis Job Reports To Manager Customer ServiceEducationmiddot Minimum Associates Degreemiddot Preferred Bachelorrsquos DegreeExperiencemiddot Minimum years of experience including insurance and self pay billing remit processing patient access andor collections experiencemiddot Preferred Minimum of year of experience in a multi entity system with EPIC Previous experience in patient relations or customer service for a healthcare entityLanguage Skillsmiddot Minimum Fluent in Englishmiddot Preferred Fluent in English Spanish and PolishKnowledge Skills and Ability Requirementsmiddot Outstanding customer service and interpersonal skillsmiddot Superior communication organizational and analytical skillsmiddot Understanding of Hospital and Professional revenue cyclemiddot Ability to work in a high volume setting and respond to patient inquiries in a timely mannermiddot Ability to identify and communicate payer andor system trendsmiddot Knowledge of payer contracts regulations and guidelines as well as State and Federal laws relating to billing collection and financial assistance proceduresmiddot Familiar with medical and insurance terminologymiddot Proficient in the use of a computer and relevant hospital software applications We take great care of careers With locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour moment Educationmiddot Minimum Associates Degreemiddot Preferred Bachelorrsquos DegreeExperiencemiddot Minimum years of experience including insurance and self pay billing remit processing patient access andor collections experiencemiddot Preferred Minimum of year of experience in a multi entity system with EPIC Previous experience in patient relations or customer service for a healthcare entityLanguage Skillsmiddot Minimum Fluent in Englishmiddot Preferred Fluent in English Spanish and PolishKnowledge Skills and Ability Requirementsmiddot Outstanding customer service and interpersonal skillsmiddot Superior communication organizational and analytical skillsmiddot Understanding of Hospital and Professional revenue cyclemiddot Ability to work in a high volume setting and respond to patient inquiries in a timely mannermiddot Ability to identify and communicate payer andor system trendsmiddot Knowledge of payer contracts regulations and guidelines as well as State and Federal laws relating to billing collection and financial assistance proceduresmiddot Familiar with medical and insurance terminologymiddot Proficient in the use of a computer and relevant hospital software applications We take great care of careers With locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving employees we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour moment