Overview
The Associate, Fulfillment – Check Processing is one member of a highly concierge ‘white glove’ service team that will manage the overall patient experience. Specifically, this role provides exception-based reimbursement support to ensure timely and accurate payments are received by patients and healthcare providers. An individual in this role will collaborate with Patient Affordability teams, Program Management, Finance and Fulfillment facilitating replacement/reprinting of checks (including stop payment requests), cashed check traces, handling undeliverable checks and incoming refund payments, while ensuring complete and accurate documentation is maintained for all requests for tracking and auditing purposes. Intermediate (or higher) skill level with Microsoft Excel, experience working with spreadsheets, and strong attention to detail (with excellent follow-up skills) are keys to success. Prior experience with healthcare claims, medical billing or bookkeeping functions would also be desirable
Responsibilities
Essential Functions
% of time (estimated)
Essential Functions
1
80%
Providing high touch ‘white glove’ health care case management services to our patients on behalf of our clients’ copay assistance programs. Receives requests from Patient Affordability teams to replace/reprint checks (including stop payment requests) or initiate cashed check traces. Also handles undeliverable checks and incoming refund payments. Ensures complete information provided and documented, and appropriate approvals (if required) are also obtained. Requests are submitted to Finance, with follow-up required as needed. All information must be thoroughly and accurately documented on spreadsheets for audit purposes. Focused on supporting copay program objectives intended to provide a positive patient experience with the goal of ensuring access to care and medication adherence.
2
10%
Refers requests for escalation as needed and engages other internal areas such as department management, Program Management, IT and other teams to resolve issues.
3
5%
Provides input and feedback to department management, and other areas (such as Quality Management and Training) as subject matter experts to improve processes, procedures, and training.
4
5%
Performs other duties as required, including general support within the Fulfillment department. Examples include, but are not limited to printing of outbound letters, prepping and enclosing documents for mailing, etc.
Qualifications
Knowledge (concepts of the discipline)
Knowledge of check processing, payment, or bookkeeping functions. Healthcare claims and/or medical billing knowledge is a plus.
Skills (level of measurable proficiencies)
Strong oral and written communication skills. Intermediate (or higher) skill level with all Microsoft Office products, particularly Excel. Aptitude with numbers, spreadsheets, and attention to detail. Strong organizational skills. Responsible and driven to drive world class customer service and patient outcomes.
Education/Degree Requirements/Certifications (if applicable)
High School or GED required.
Experience (number of years) for people management jobs, indicate years required managing people
2 or more years in a check processing, payment, or bookkeeping environment. Experience processing healthcare medical claims and/or medical billing background a plus.
