Address
SalaryResponsibilities
Description:
The Patient Accounts Representative serves as the hospital’s primary contact for all patient billing inquiries. Acts as a liaison between St. Elizabeth Healthcare and patients, providers, and payers for all post-care matters related to account resolution. Provides information regarding hospital billing practices, policies, and patient billing statements. Assists patients in understanding billing statements to ensure swift resolution of outstanding balances. Fulfills the organization’s mission of care and service by providing superior customer service to the patient community.
Job Duties
CUSTOMER SERVICE DUTIES
- Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. within a specific response-to-call timeframe and with the intent to resolve the caller’s concern immediately.
- Follows scripts as provided by the call center manager to facilitate consistent and expedient account resolution
- Responds promptly to patient inquiries regarding hospital billing procedures, policies, and statements
- Collects patient payments and follows levels of authority for posting adjustments, refunds, and contractual allowances
- Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB)
- Documents all patient accounts activities concisely, including future steps needed for resolution
- Prepares written responses to patients and customers regarding account resolution and complaint recovery
- Interacts effectively with other administrative departments and hospital service areas on a daily basis to facilitate patient account resolution
- Identifies barriers to efficient departmental operations and takes an active role in developing appropriate and effective solutions
- Performs all necessary functions to resolve the caller’s issue
- Remain positive when determining the causes of problems and negative situations.
- Represent St. Elizabeth in a professional image always projecting the Mission and Values Statement to our customers internal and external
- Anticipate and identify the needs of patients and colleagues by demonstrating positive customer service characteristics that satisfies and exceeds expectations by adhering to the AIDET guidelines.
- Effectively manages assigned work
- Remain up to date with changes in policy and procedure. Communicate these updates clearly and positively to families.
- Participates in a positive & constructive manner
- Responds to internal and external customer calls or concerns.
- Demonstrate adequate and professional level of communication with patients and the ability to work with high volume of incoming calls. Make every caller “The Center of our Universe”
- Seeks opportunity for training & informs supervisor of all training needs
- Attends Seminars and workshops as assigned by management.
- Complete other tasks and duties as assigned by Manager
- Act as a preceptor for new employees and as a resource within the department/division.
- Assume duties of supervisor/ lead as needed. Assists co-worker in problem solving, with reports and work lists, meetings, etc.
- Execute training of contracted staff (internal and external).
Qualifications
Education, Credentials, Licenses:
High School diploma or equivalent
Proficient in computer skills
Specialized Knowledge:
PC skills, including Word and Excel
Strong Interpersonal and organization skills
Proven track record of excellent customer service skills.
Good typing skills / data entry skills
Excellent communication skills (both written and verbal)
Maintain patient confidentiality
Organization and prioritization skills
Conscientious with detail.
Flexible person enjoying diversified duties.
Problem solving and organizational skills.
Ability to relate to diverse age and demographic background.
Kind and Length of Experience:
Excellent Communication and Customer Service skills
1-year experience in call center, office, healthcare, or other team-oriented setting.
Job Competencies:
Achiever, Conscientious, Dependable, Drive, Energetic, Flexible, Patient-Focused, Safety-Oriented, Stress-Tolerant, Team Player, Trustworthy
If, for any reason, you are having difficulties applying, please contact our recruitment team at recruiting@stelizabeth.com
