Billing - Customer Service

5 months ago

London, United Kingdom Fortius Full time

**Job Title - **Customer Services (Billing Assistant)

**Department -** Billing

**Line Manager - **Billing and Accounts Receivable Supervisor

**Location -** 2 Fitzhardinge Street, Marylebone, London W1H 6EQ

**Contract type - **Permanent

**Salary**:

- £23,000 - £25,000 per annum

**Background**

The Fortius Group is the UK's leading private orthopaedic and sports injury group. Founded in 2011 by London surgeons and radiologists, with a shared vision of building a worldwide centre of excellence in musculoskeletal care. Their dream was to create a clinic that would bring together the country's leading experts in orthopaedics and sports medicine, with a shared commitment to advancing the science of musculoskeletal medicine and providing the best patient experience. Today Fortius has over 80 expert specialists and has expanded to offer two outpatient and diagnostic clinics, a surgical centre and dedicated joint replacement centre, in partnership with Bupa.

**Overall Purpose**

Your role will be to liaise with patients, insurance companies, internal teams and third parties in resolving queries and enable invoice submission according to the Department’s guidelines. Build positive rapport with our customers and our internal business partners. To minimize any threat of bad debt by highlighting potential bad payers in a timely manner and proactively act on them or escalate as appropriate. To comply with Fortius’ processes, procedures and guidelines.

**Principal Accountabilities**

1. Managing billing correspondence from patients and handling queries in a timely fashion to ensure prompt resolution.

2. Call handling with patients and insurance partners to action and resolve queries as they arise.

3. Checking consultant and facility diary schedules to ensure all appointments are ‘arrived’ on the system and billable services added.

4. Carrying out clinic preparation for consultant and facility providers for veracity and accuracy of data capture; ensuring patient demographics are correct for e.g. private medical information (memberships and authorisations), address, letters of guarantee and any other documents of relevancy

6. Actioning shortfall balances on remittance advices by directing to patient or querying with relevant insurer as to incorrect assessment outcome.

7. Contacting surgical patients ahead of surgery to discern and take any outstanding payment prior to day of surgery.

8. Raising billing queries with insurance partners as to the status of outstanding balances, incorrect insurer assessments, billing changes etc.

9. Taking payments from card details saved on file using STRIPE against a daily generated ledger.

10. Generating mail merge to patients to capture missing demographics.

11. Preparing and updating key spreadsheets for Surgical Centre billing on daily basis

12. Following-up with secretarial teams for missing surgical procedure codes and consultant fees in preparation for billing

13. To assist the finance team with other general administration duties as required. To perform ad-hoc responsibilities or other duties as requested by the Billing and Credit Control Manager or in which the company feel you are capable of fulfilling.

**Person Specification**

**Essential Qualifications/ Knowledge Skills/ Experience**

Intermediate knowledge of Microsoft office with an advanced knowledge of Excel.

Experience of working with computerised finance package(s).

Excellent customer service skills including timely communication to communicate with clients both internally and externally

Problem solving skills.

Accuracy and attention to detail.

Excellent verbal and written communication skills.

Ability to work independently and as part of the team.

Self-motivated to work on own initiative with limited supervision.

**Desirable**

Some experience in accounts receivable, credit control or financial transactions, ideally in the healthcare sector would be an advantage.

**Equality & Diversity**

All Fortius employees must have respect for every individual, treating everyone with dignity, courtesy, fairness and consideration, and welcoming and accepting differences between people. It is the responsibility of every employee to work towards the elimination of all discrimination and prejudice.

**Health & Safety**

All Fortius employees have a statutory duty of care for their own personal safety and that of others who may be affected by their acts or omissions. Employees are required to co-operate with management to enable Fortius to meet its own legal duties.

**Infection Control**

It is the responsibility of all staff to recognise their role in maintaining a safe environment for patients, visitors and staff to minimise the risk of avoidable Healthcare Associated Infection. Employees are responsible for ensuring that they are fully aware of the Fortius Infection Prevention and Control policies.

**Quality Governance**

All Fortius employees must adhere to Fortius policies and procedures and s

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