Manager, Patient Account Specialist

JOB SUMMARY 

This Position is responsible for the day-to-day management of Patient Account receivables payments and billing customer service.  This includes the supervision of the of the billing customer service call center and email / website inquires along with third-party vendor relations supporting relevant functions. Also included is management of cross-departmental work needed to adequately address patient concerns regarding claim processing or Patient Account billing along with overall customer service.

JOB REQUIREMENT

Education
    
    High School Diploma or GED required.
    Bachelor’s degree in Business Administration or related field preferred

Work Experience  

 
    5 years of healthcare experience required.
    3 years of progressive management experience required

Required Licenses/Certifications
    
    CPAR – Certified Patient Account Representative preferred 

Additional Knowledge, Skills and Abilities Required    

    Strong knowledge of the Accounts Receivable process 
    Excellent phone, communication, organizational skills, computer skills and mathematical skills
    Ability to maintain patient confidentiality. 
    Strong knowledge of process and understanding of practice management systems

Additional Knowledge, Skills, and Abilities Preferred    

    Epic or eClinicalWorks experience 
    Experience with Microsoft Excel and Word 

ESSENTIAL FUNCTIONS

•    Maintain Daily communication with direct reports and team leads.
•    Maintain a high level customer service and collaboration when working with other revenue cycle departments, payors, legal, compliance, the GoHealth customer experience team, health system partners, and center operations
•    Establish and maintain a high level customer service approach to working with all patients
•    Handle all level 4 support calls with centers and patients
•    With support of other leadership; interview, hire, and review team members
•    Implement audits of team’s adherence to script, customer service and system documentation 
•    Produce and maintain key metrics for statement collection rates, medium collection rates and hard collection rates
•    Recommend team for structured quarterly bonus calculation
•    Provide training for all staff
•    With other leaders, establish policies for patient collection process and maintain those policies
•    Implement and maintain ACD (Automatic Call Distribution) for inbound patient calls
•    Works with vendors to resolve any issues
•    Establish monthly calls with vendors to discuss performance

Required knowledge, skills and ability:

     Customer service skills:  
•    Ability to represent the Department in a professional manner when interacting with customers, patients, co-workers, and health system partners
•    Ability to handle service issues timely and professionally
•    Ability to follow through with customers completely and in a timely manner

     Communication Skills:  
•    Ability to communicate effectively to patients about the financial aspects of 
     their care
•    Ability to communicate effectively to patients, centers, and staff regarding departmental policy

      Keyboard skills:  
•    Ability to type proficiently
•    Ability to effectively utilize spreadsheets

      Teamwork:  
•    Ability to function effectively as extension of the Centers and other GoHealth departments
•    Be flexible and open-minded in thought processes
•    Maintain focus under pressure     
•    Share relevant information with other team members proactively

     Medical Terminology & Insurance
•    Ability to understand basic medical terminology
•    Ability to calculate deductible and co-insurance correctly
•    Abilty to read and understand carrier Explanation of Benefits

All other duties as assigned.

Note:  this job description is not inclusive of all the duties of the position.  You may be asked by leaders to perform other duties.  Management reserves the right to revise this position description at any time.