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JOB OPENING

Client Accounts Specialist

Full-time, Remote

River Oaks Psychology is a leading online mental health organization with 30+ providers dedicated to serving individuals in Michigan through comprehensive therapy and medication telehealth services. The number of providers will increase significantly in the coming years. Our commitment to excellence extends to every aspect of our operations, including billing and financial management. We pride ourselves on our commitment to ensuring our providers are compensated for their services in a timely manner without delays by requiring that all clients pay for their visits at the time of each appointment. This proactive approach not only ensures transparency and clarity but also minimizes the risk of accumulating client balances.

In partnership with a reputable billing company, we ensure seamless processing of patient benefits verification, claims submission, and resolution of any billing discrepancies. However, our billing company does not communicate with clients, collect client balances, or update client accounts settings according to claim outcomes, among other tasks. These internal responsibilities are carried out by River Oaks Psychology admin staff who diligently serve as the crucial liaison between our clients and the billing company.

We are currently seeking an experienced, extremely detail-oriented, fast-paced Client Accounts Specialist to take over management of all client interactions and accounts pertaining to financial matters. This includes overseeing a significant volume of client accounts, diligently managing outstanding balances, and promptly updating client account settings based on claim outcomes. The ideal candidate will be well-versed in utilizing the EHR software Simple Practice and possess an exceptional attention to detail, a keen analytical mindset, and a thorough understanding of client accounts and financial data. We are in need of a Client Accounts Specialist who can immediately contribute to our team’s efficiency and effectiveness in managing client financial operations.

River Oaks Psychology

Responsibilities:

Communication with our Intake Coordinator

  • Work closely with our Intake Coordinator to relay insurance coverage details promptly.
  • Provide clear and concise information to support new client scheduling.
  • Address any discrepancies or issues related to insurance coverage proactively.

 

Client Outreach for Updated Insurance Details

  • Proactively reach out to clients when their insurance is set to expire.
  • Gather updated insurance information and verify coverage details.
  • Clearly communicate payment responsibilities to clients.

 

Outstanding Client Balances Management

  • Run daily reports of outstanding balances.
  • Address discrepancies in billing and adjust client account settings accordingly.
  • Collect co-pays for providers who failed to collect them at the time of the appointment.
  • Maintain a list of clients exempt from immediate collection due to special circumstances.
  • Communicate with clients regarding outstanding balances and facilitate payment resolution.
    • Contact clients when credit cards are declined/missing to achieve resolution.
    • Respond to providers letting you know that credit cards are declining.
  • Reinforce the policy that the next appointment cannot occur with an outstanding balance.
  • Communicate clearly that payments are due at the time of the appointment.

 

Client Account Settings Management

  • In the case of client fees changing after claims are returned, communicate to clients and adjust account settings accordingly (when co-pays or deductibles change).
  • Ensure the client account settings are properly configured for either insurance appointments or private pay appointments
  • Ensure that all transactions or refunds are allocated properly (any transactions that are unallocated must be allocated promptly)

Billing Adjustments for Late-Cancellations and No-Show Appointments

  • Communicate with providers on a case-by-case basis to determine fees for late-cancellations and no-shows.
    • For Medicaid clients, ensure late-cancellations and no-shows are dropped properly.
    • For commercial/private pay clients, follow individual provider preferences for fees.
  • Set the billable item for Late-Cancellations and No-Show Appointments to self-pay, not on “insurance,” for reporting purposes. Change the CPT code accordingly (we have different codes for each missed appointment scenario, this is important for reporting purposes)

 

Secondary Insurance Co-Pay Adjustments

  • Drop false client balances that result from co-pays from the primary insurance

 

Client Credits Management

  • Identify client credits resulting from insurance/copay changes or met deductibles.
  • Adjust account settings to reflect accurate billing for future appointments.
  • Evaluate whether client credits should stay on the account for future use or be refunded.
  • Avoid holding credits on accounts unless certain they will be used for future appointments.
    • Ensure that providers are properly using client credits

 

Insurance Credits Management

  • Run regular reports to identify insurance credits.
  • Identify reasons for insurance credits, such as canceled appointments or billing item misconfigurations.
  • Resolve credits by adjusting write-off amounts associated with negative payments accurately.
  • Set any false write-off amounts to zero dollars to rectify insurance credit issues.
  • Collaborate with billing and administrative teams to resolve complex insurance credit issues.

 

Insurance Balance Management (Unpaid Insurance Appointments)

  • Regularly run reports to identify unpaid insurance appointments and outstanding balances.
  • Investigate the reasons behind unpaid claims and address issues promptly.
  • Request detailed explanations of denials from the billing team to identify and resolve root causes.
  • Determine if unpaid insurance appointments are within the normal pending period or indicate an issue.
  • Investigate and address reasons such as expired insurance, COB updates, diagnosis acceptance, etc.
  • Document all actions taken.

 

Insurance Overpayments Management

  • Regularly run reports to analyze the breakdown of charges, payments, and write-offs to identify discrepancies.
  • Resolve overpayments or duplicate payments by adjusting amounts accurately.
  • Ensure that the Insurance Paid + Insurance Write Off aligns with the correct insurance responsibility for the appointment.

 

Unbilled Appointments Monitoring

  • Regularly check the insurance section for unbilled appointments.
  • Investigate the reasons behind unbilled appointments and claims.
  • Address issues of missing diagnoses, missing notes, missing client demographics, and other reasons that may account for an unbilled appointment.

 

Incomplete Clinical Notes Reports

  • Regularly run reports to identify incomplete clinical notes for appointments.
  • Proactively remind providers to complete and sign their clinical notes promptly so that billing operations can run smoothly.
  • Communicate the policy that claim submissions will not occur until clinical notes are completed and signed.
  • Emphasize the importance of completing notes on the date of each appointment to ensure accuracy and timeliness.
  • Highlight the impact on billing and overall client care due to incomplete documentation.

 

Payment Accuracy

  • Monitor collections to ensure accurate recording and prevent instances of mistakenly collected “false cash” vs valid credit card transactions.
  • Regularly review transactions to identify instances of double-posted payments.
  • Address any discrepancies in collections promptly.
  • Review and clean up unallocated client payments and credits.
  • Ensure that all refunds are accurately allocated and recorded.
  • Communicate with providers and staff to address issues related to collections.

 

Overall Customer Service

  • Assist clients and internal staff with inquiries related to insurance coverage.
  • Provide guidance on insurance-related questions and concerns.

Minimum Qualifications:

  • Experience in business, sales, accounting, finances, or related field.
  • Strong communication skills to serve as a liaison between clients and our billing company.
  • Exceptional attention to detail with a keen analytical mindset.
  • Strong organizational skills to manage outstanding client balances, including running daily reports and addressing discrepancies in billing.
  • Strong confidence and skills for client-facing communication, including answering billing-related phone calls/messages from patients who may be in distress about their financial responsibilities.
  • Demonstrated ability to manage a high volume of client accounts and outstanding balances.
  • Proven track record of ensuring timely compensation for providers and minimizing client balances.
  • Commitment to upholding transparency and clarity in financial operations.
  • Experience in a fast-paced environment with the ability to work efficiently and effectively under pressure.
  • Excellent customer service skills to assist clients and internal staff with inquiries related to insurance coverage and provide guidance on insurance-related questions and concerns.

Preferred Qualifications:

  • Experience and proficiency in mental health billing and/or client accounts in mental health care.
  • Experience and proficiency in Simple Practice’s billing and client account management features.

Interview Process:

Please email a resume and cover letter to the founder of River Oaks Psychology, Lauren Presutti. She may be contacted at lauren@riveroakspsychology.com.

Upon candidate selection, the candidate will be offered a contract to work for a 6-month period in which both the candidate and existing staff will reflect on “job fit” and relevancy of proven skills. Near the conclusion of the 6-month period, both the candidate and existing staff will have an opportunity to determine if it makes sense for the candidate to continue in a long-term contract.

We are an equal opportunity employer and we consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other form of minority difference.

“I built this company because I don’t want ANYONE to ever feel alone.”

You matter. You're never alone. We care about you.

River Oaks Psychology