Patient Account Representative - Customer Service

Day (United States of America)

Patient Account Representative - Customer Service

Patient Accounting Representative assist patients, guarantors and third parties on accounts to resolve any questions or concerns towards satisfying account balances with patient/third party liability. Assess all options to patient’s account including payments, contracted payment plans, and financial assistance. Help create worklists and reports to identify account resolution for Patient Accounting Rep team. Help team identify any charity or financial assistance needs; all documentation and coordination with patients will be worked until determination of approval. Document all patient/ third party activity and communication in host systems.

- Minimum high school graduate or equivalent required. Associates or Bachelor’s degree from accredited institution is preferred.
- Minimum of two years experience in healthcare billing and/or business office setting, preferably in hospital billing.
- Must be able to communicate with patients effectively while maintaining customer service expectations.
- Preferred experience in Epic EMR systems.
- General PC knowledge in business setting is required.
- Must have good oral and written communication skills.

- Bilingual preferred

CUSTOMER SERVICE  
- Manage 40/60 inbound/outbound calls daily for patients and guarantors with a complete account review.
- Respond to correspondence received including requests for information, updates, claim processing, etc, within 24 hours of receipt.
- Work with 3rd party affiliates to review accounts and obtain account resolution.
- Ensure patient knowledge of collection stream that the business office follows to obtain account balance due.
- Make all possible attempts to assist patient with resolving account balance timely.
- Procure patient letters or emails when other form of communication is not possible.
- Collect payment on patient balances processing them electronically.
- Establish payment arrangements with patients.
- Document all patient contact and activity with efficiency and accuracy in billing systems.
- Update billing systems with all demographic and/or insurance timely.
- Review patient Explanation of Benefits to determine correct patient responsibility.
- Understand non-commercial insurance plan processes with payers like Medicaid, Medicare, Auto, Workers Comp, etc.
- Send and review incoming faxes.
- Collaborate with other business office departments for account resolution.
- Review and distribute all business office mail.
- Demonstrate compliance with the Statement of Organizational Ethics and all policies related to the organization's Corporate Compliance Program as evidenced by attendance at applicable educational programs.
- Consistently carrying out job responsibilities ethically and professionally.
- Exhibiting ethical and professional workplace behavior and decision-making.
- Reporting any infractions using the appropriate chain of command and without fear of retribution.
- Comply with HIPAA regulations to ensure the confidentially and security of protected health information (PHI) when it is received handled or shared.
- Assist patient with setup and maintaining Halifax Patient Portal.
- Ability to act independently and efficiently while performing duties accurately and timely.
- Perform additional duties as assigned by management.