Consistently exhibits behavior and communication skills that demonstrate our company’s commitment to superior customer service, including quality care, and concern with each and every internal and external customer Perform collection activities on assigned work files according to department procedures Gather relevant account information from internal stakeholders (e.g., coding staff, billing person) to gain understanding of customers' obligations Evaluate account information (e.g., number of invoices; date past due; previous payment history; type of product; different contact; billing addresses) to determine payment issues, root causes, and trends Identify account issues that need to be escalated to senior leadership or internal partners for resolution (e.g., system, credentialing, and claim formatting issues) Receive/make phone calls to customers using relevant systems (e.g., Anywhere Connect, Unity) to request payment for services and/or answer patient’s questions regarding billing  statements Gather/seek additional information from applicable systems to further investigate customers' concerns or complaints Communicate (e.g., emails; phone; written correspondence) potential solutions or available services to external customers Performs necessary follow-up to ensure timely resolution of appeals, obtain updated insurance information, identify, and correct billing errors, etc. Receive and/or process credit card payments and/or electronic funds transfers within applicable systems (e.g.,  Velocity) Transfer payment information to internal partners (e.g., Cash Posting Dept) to ensure payment is applied to customer accounts Maintain current working knowledge of CPT and ICD-10 codes, required modifiers and encounter data Maintains up-to-date information on Medicare and Medicaid laws, HCFA requirements, contractual arrangements, and other third-party payer requirements Record correspondence information (e.g., dates; action taken) within relevant collection systems (e.g., eClinical Works, Allscripts, Athena) Apply knowledge of third-party payer guidelines in reviewing denied claims to ensure appropriate use of modifiers and CPT/ICD-10 codes Uses, protects, and discloses patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards Perform additional duties as assigned