I have over three years of experience in medical insurance billing and collections. I have worked extensively with various insurance providers, understanding their billing processes and requirements. My role involved ensuring accurate claim submissions, following up on unpaid claims, and negotiating settlements. I am proficient in using billing software like Epic and Cerner, which has significantly enhanced my efficiency and accuracy in handling collections.

Dealing with difficult customers requires patience and empathy. I always start by actively listening to their concerns and frustrations. Then, I provide clear and concise information about their account status and the reasons for the collection process. I also offer possible solutions and payment options that can ease their financial burden. This approach helps in building trust and finding a mutually acceptable resolution.

To improve collection rates, I focus on timely follow-ups and maintaining regular communication with patients and insurance providers. I also analyze payment trends to identify any recurring issues and address them proactively. Implementing flexible payment plans and offering clear explanations of charges can also enhance patient satisfaction and prompt payments.

I stay updated by regularly reviewing industry publications, attending webinars, and participating in professional forums. I also take advantage of training opportunities provided by my current and previous employers. This continuous learning ensures that I am aware of the latest changes and can apply them effectively in my role.

One challenging issue was a claim denial due to incorrect patient information. I worked closely with the patient to gather the correct details and resubmitted the claim. Despite initial denials, I persisted by appealing the decision and providing additional documentation. Eventually, the claim was approved, and the patient was satisfied with the resolution. This experience reinforced the importance of thoroughness and persistence in collections.