Customer Service Patient Accounts

Job Summary

The Customer Service Patient Accounts Representative at Riverview Health provides exceptional Customer Service through professional and respectful communication and timely response and resolution to questions or issues related to Patient Accounts. The Collection Representative is empowered with the knowledge and ability to make determinations of appropriate discounts, adjustments, and/or collection techniques needed to maximum reimbursement.

Job Responsibilities

• Resolve complex questions and provide advice and assistance to patients concerning billings and the proper crediting of accounts.
• Document all activity on Patient Accounts on computer via collection note function.
• Research and contact self-pay accounts regarding possible assistance programs.
• Coordinate and prepare a variety of collection and Medicare Bad Debt reports and log as directed.
• Correct all information supplied, if necessary, and obtain necessary documentation to submit with final bill and/or when requested.
• Extend and enforce Riverview Hospital or Riverview Medical Group credit terms to patients based on such criteria as past payment history, outstanding balances or the financial integrity of the patient.
• File claims through the court system and handle other court documents per policy/procedure.
• Process all incoming mail and/or patient requests as necessary.
• Take inbound calls from patients when deemed necessary due to demand or fluctuation of call volumes.
• Review and work daily, weekly, and monthly AR reports to maintain receivables at the lowest possible level.
• Other duties as assigned.

Education Requirements

• Minimum: High-School Diploma or equivalent
• Preferred: Medical certification program in healthcare

Experience Requirements

• Minimum: One (1) year within hospital and/or medical billing office with experience in Customer Service both on the phone and in person.
• Preferred: Three (3) years in hospital and/or medical office billing department with experience in medical billing, collections, insurance claims processing, coding, or registration.

License/Certification Requirements

• Minimum: None