Phone Specialist I

Inogen is a company focused on patient services, and they are seeking a Phone Specialist I to manage patient billing inquiries and ensure timely processing of medical claims. The role involves providing excellent customer service and maintaining compliance with billing practices and regulatory processes.

Responsibilities

• Handles all patient billing inquires, providing excellent customer service
• Able to deescalate and resolve complex patient billing issues
• Responsible for assisting our patients, doctors, customers, and coworkers with billing inquiries at the highest-level support possible. This includes logging into phone queue and updating statuses appropriately
• Works with the patient to ensure Medicare, Medicaid, Commercial Insurance, and Private Pay to ensure claims are being processed timely and paid accurately
• Has a thorough knowledge of payor requirements for reimbursement; stays abreast of changes to reimbursement and coverage criteria for payor groups and markets
• Demonstrations excellent customer service skills while engaging the physician, patient, and payor to obtain documentation required to resume billing or resolve denials
• Displays a working knowledge of third-party payor procedures such as eligibility and verification, claims submission, reimbursement, as well as an understanding of collection policies
• Demonstrates this knowledge for third party payor groups including, but not limited to: Medicare, Medicaid, and all other third-party contractual agreements entered into by Inogen
• Perform reconciliations of data from two or more systems to ensure everything is in agreement and ready for invoicing
• Research patient billing issues to determine the possible cause of the error and assist with claims resubmission when needed to correct the issue
• Ensures all billing systems are updated timely with patient demographics, payer information, and notated appropriately
• Uses appropriate write off reason code(s) for writing off balances that are deemed uncollectable
• Works with IT to develop, enhance and monitor system integration and process flows
• Works with 3rdparty Billing Partner to ensure alignment of billing processes and Partner SOP
• Ensures that appropriate medical records are maintained according to HIPPA guidelines
• Ensures Inogen's compliance with all state and federal regulations
• Assist with any other duties as assigned

Skills

• High School diploma or equivalent, required
• 0-2 years of Medicare, Medicaid and/or Commercial Insurance experience, required
• Ability to take direction and communicate effectively with customers and employees at all levels of organization
• Ability to thrive in a fast-paced and dynamically changing organization
• Must have strong work ethic
• Excellent oral and written communication skills required
• Attention to detail is required
• Effective conflict resolution
• Ability to maintain confidentiality and exercise extreme discretion
• Solutions-oriented problem solver
• Excellent planning, communication and organizational skills
• Operates at a task + project level for select projects which are specifically assigned
• Some supervision required
• Some College and/or medical billing certificate, preferred
• 0-2 years' experience in oxygen or HME billing, preferred
• Intermediate knowledge/proficiency in Microsoft Office, Oracle, Brightree, Salesforce and New Voice Media, highly preferred
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities

Benefits

• Eligible to participate in Inogen’s annual performance bonus incentive plan
• Highly competitive and company-sponsored benefits
• Wellbeing programs rooted in our strong culture of excellence
• Health, dental, and vision insurance
• 401(k) plan plus employer contribution and match
• Generous paid leaves such as vacation and sick leave, including paid volunteer time

Company Overview