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Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.
We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.
GRAIL is headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.
For more information, please visit grail.com.
Grail is seeking a diligent and customer-focused Medical Billing Intake Specialist to join our Billing Department at GRAIL. In this role, you will be responsible for managing both inbound and outbound communications within our customer call center environment. You will work closely with patients, physicians, and medical personnel to resolve billing issues efficiently and accurately, while maintaining professionalism and composure.
This role demands exceptional attention to detail, strong written and verbal communication abilities, and the capacity to handle multiple tasks simultaneously. Flexibility in handling diverse tasks and adapting to varying schedules is essential. The ideal candidate should be capable of working independently as well as thriving in a highly collaborative team setting. Additionally, exhibiting patience, respect for others, compassion, and a positive attitude is crucial for success in this position.
In this role, the employee will cover west coast needs aligning with west coast timezone of 8am-5pm PST.
Responsibilities:
- Manage incoming phone calls and electronic communications, such as emails and Salesforce cases, to address billing inquiries from patients, medical providers and internal staff across multiple departments.
- Responsibilities also include processing card payments and reviewing both patient and provider accounts to confirm receipt and posting of payments, assist patients in establishing a payment plan, provide current balances, and examine relevant documentation that could assist you.
- You should be able to analyze an account to understand the timeline for when statements were sent, balances due, payments received, and review any documentation that will help you effectively address the caller's concerns.
- Initiate outbound communications with patients, physicians, and other medical personnel to promptly resolve billing issues and gather any missing information needed.
- Maintain composure during conflict situations and escalate issues to management when necessary.
- Take full responsibility for each customer interaction, ensuring that all cases are followed through to completion.
- Demonstrate ownership of each customer interaction, seeing all cases through to completion.
- Precisely record all customer interactions in GRAIL's customer relationship management (CRM) software.
- Conduct a review of new account setups and address any issues that arise during the process.
- Register clients in the client billing portal and resolve issues related to login difficulties.
- As a member of the Billing Team - Participate actively in ongoing training sessions and meetings. Keep informed about current processes and any new procedures being introduced within the organization. Ask insightful questions during meetings to clarify concepts and ensure comprehensive understanding. Collaborate with colleagues and leadership to discuss changes, provide feedback, and continuously enhance your knowledge and skills.
- Adhere to all established processes and Standard Operating Procedures (SOPs) related to the billing department.
- Ensure proper completion of assigned tasks during scheduled working hours.
- Demonstrate a thorough knowledge of GRAIL products and procedures.
- Abide by PCI, CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines.
- Versatility, collaboration, and flexibility are critical characteristics of the role in order to ensure coverage planning across the Billing Team.
- Demonstrated commitment to GRAIL’s core values of Embrace Change, Solve Problems Together,Think BIG!,Be Courageous, and Bring an Open Mind.
Preferred Requirements:
- 3+ years medical billing experience and/or Customer Service in the medical field or in a closely-related field.
- Excellent verbal and written communication skills, with the ability to engage effectively with both internal and external stakeholders.
- Strong interpersonal skills and a proven track record of building and maintaining positive working relationships.
- Experience with de-escalation and conflict management with both internal and external parties.
- Proficiency in Google Suite (Docs, Sheets, Slides) and prior experience with CRM systems and customer service software.
- Strong problem-solving and decision-making abilities, with the capacity to make sound judgments in high-pressure situations.
- A customer-focused mindset, with a strong commitment to delivering exceptional service.
- Enjoy working in a highly collaborative team environment, while able to work independently
- Adaptability and flexibility to thrive in a fast-paced and dynamic work environment.
- Exceptional organizational skills, keen attention to detail, and the ability to handle multiple tasks and priorities simultaneously.
- Enjoy a fast paced, high growth - solution oriented environment
Expected full time annual base pay scale for this position is $58K-$66K Total Base Pay Range. Actual base pay will consider skills, experience and location.
Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.
In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.
GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.
