Customer Experience Specialist

About Unified Women's Healthcare

Unified Women's Healthcare represents a vast network of providers, operational experts, and thought leaders dedicated to advancing women's health at every phase. With over 815 clinics, 23 IVF labs, extensive telehealth services, and focused case management, the organization serves through more than 2,700 independent affiliated providers. It prioritizes innovative approaches to improve healthcare delivery and the patient experience, fostering collaboration to achieve its vision of exceptional care for women.

Role Overview

The RCM Customer Experience Specialist is crucial in managing the financial interactions patients have during their treatment journey with CCRM Fertility. This role ensures billing inquiries are addressed promptly, offering superior customer service and smoothing the financial aspects of the patient experience.

Key Responsibilities

• Respond promptly and accurately to patient inquiries relating to account status by reviewing self-pay and insurance billing activity.
• Handle requests from onsite staff through the ticketing system, such as processing refunds, providing detailed receipts, and scheduling patient billing-related communications.
• Assess and prioritize communications from patients and staff to determine the required depth of billing review.
• Execute billing procedures including posting charges and payments, applying adjustments when necessary, and managing special financial programs per patient needs.
• Perform additional tasks as assigned by management.

Candidate Qualifications

• Must have a High School Diploma or GED.
• Preferably possesses at least one year of experience in medical billing.
• Experience in reproductive medicine or women’s health fields is advantageous.
• Familiarity with Athena software is a plus.
• Availability to work flexible shifts including weekends, evenings, and holidays on a rotating schedule.

Benefits Offered

• Comprehensive health insurance covering medical, dental, vision, fertility benefits, and supplemental plans.
• Generous paid time off encompassing vacation, personal days, and holidays.
• Financial security and retirement options including 401(k) with employer contribution, FSAs, and HSAs.
• Income protection through short- and long-term disability, paid parental leave, life insurance with options for additional coverage.
• Wellbeing support such as Employee Assistance Programs, commuter benefits, pet insurance, and identity theft protection.
• Professional development resources and opportunities to foster career advancement.