Job Information
HCA Healthcare Practice Support Specialist in Brentwood, Tennessee
Schedule: 9:30am-6pm Central Time
This Work from Home position requires that you live and will perform the duties of the position; within 60 miles of an HCA Healthcare Hospital (Our hospitals are located in the following states: FL, GA, ID, KS, KY, MO, NV, NH, NC, SC, TN, TX, UT, VA).
Do you want to join an organization that invests in you as a Practice Support Specialist? At Parallon, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.
Job Summary and Qualifications
The Practice Support Specialist handles inquiries from Physician Service Group (PSG) Practices, reviews account information, takes appropriate actions to resolve inquiries, and enters actions into the appropriate system. The Practice Support Specialists provide resolution of calls, emails, tickets and service requests created by the Practices and Patient Support. This job has regular contact with internal and external customers and requires regular outreach to practice users. This role provides technical and job aid support for practice management systems users via phone and screen share. Support Specialists identify gaps in user knowledge and provide system training as appropriate with job aids referenced. The request requires a detailed analysis of patient accounts to ensure appropriate actions are taken to resolve inquiries with accurate documentation in the required applications in a timely fashion. If a request is not resolved by practice support, the practice support specialist knows where to route tickets following a ticket routing knowledgebase.
What you will do in this role:
Receive incoming calls, emails and other electronic inquiries from PSG Physician Practices
Assessing the needs of the end user to ensure the user understands the actions needed to resolve patient account issues.
Research, interpret, explain and apply information from training materials to practice users including processes, policies, and procedures.
Complete the research necessary to appropriately root cause and respond to customer inquiries, requests, issues, and complaints in accordance with department policies and procedures
Create and modify basic adhoc reports using standard reporting tools for the platforms supported
Follow up with other support staff, service resources, and departments involved in resolution to ensure issues are resolved, requests are filled, and the customer communication is complete
Documents inquiry and actions taken into the appropriate system
Educate Practices as necessary on Physician Practice Management software, Physician Support Center (PSC) and PSG processes, policies, and procedures
Maintain an in-depth understanding best practices for operational workflows in order to support practice users. Maintain working knowledge of workflow, systems, and tools used at the Practices
Create a positive experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
Ensure the end-to-end customer experience and provide a single point-of-contact for the customer
Meet and maintain established departmental performance metrics for production and quality
System knowledge of EPIC, Meditech, Cerner, eCW and Experity and other revenue cycle systems such as OnBase, Patient Keeper, eDPR and Artiva.
Communicate/escalate issues to team leads to promptly and effectively address issues as needed.
Clearly document and assign request to supporting departments
What qualifications you will need:
High school diploma or higher, Technical certification(s) is a plus
Minimum one year related healthcare experience required, preferably related to Physician Practices. Experience working in a contact center environment preferred.
Benefits
Parallon, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
Wellbeing support, including free counseling and referral services
Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
Savings and retirement resources , including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts
Learn more about Employee Benefits (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)
Note: Eligibility for benefits may vary by location.
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Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.
HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.
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"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder
We are a family 270,000 dedicated professionals! Our Talent Acquisition team is reviewing applications for our Practice Support Specialist opening. Qualified candidates will be contacted for interviews. Submit your resume today to join our community of caring!
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.