Full Cycle Biller - Phone Triage and Support

Billing Phone Triage supports the billing department by serving as a point of contact for billing-related inquiries and communications while assisting with all aspects of the revenue cycle.

This role works closely with the dedicated Billing Phone Triage Team to handle incoming calls, voicemail messages, emails, faxes, incoming and returned mail, and medical records requests related to claims processing. The position also provides general administrative and operational support to the billing department while ensuring accuracy, timely follow-up, and exceptional customer service to patients, insurance carriers, providers, and internal team members.

Essential Functions

• Serve as a member of the Billing Phone Triage Team and professionally handle incoming billing department calls.
• Review, prioritize, and respond to billing-related voicemail messages, ensuring timely resolution or escalation as appropriate.
• Monitor billing department email inboxes, respond to inquiries, and route requests to the appropriate team members.
• Receive, review, distribute, and process incoming faxes related to billing, insurance claims, authorizations, appeals, and medical records.
• Process incoming mail and returned mail, including updating patient demographic information and researching address discrepancies.
• Coordinate, track, and process medical records requests and supporting documentation needed for claim submissions, appeals, reconsiderations, and audits.
• Assist patients with billing questions, statement inquiries, payment concerns, insurance explanations, and account status updates in a professional and courteous manner.
• Document all patient, insurance carrier, and third-party communications accurately within the practice management and EMR systems.
• Collaborate with billing specialists, coders, providers, clinical staff, and management to resolve billing inquiries and account issues.
• Review and route correspondence from insurance carriers, attorneys, workers' compensation representatives, and other external entities.
• Support claim processing activities by obtaining, organizing, and submitting supporting medical documentation as needed.
• Assist with claim rejections, account denials, appeals, and payer correspondence.
• Maintain compliance with HIPAA and company confidentiality standards when handling patient records and billing information.