Patient Account Representative

The Patient Account Representative manages several tasks and responsibilities related to patient access and account management for the practice. Daily duties include answering phones and assisting patients with questions, collecting payments, resolving problems or questions, attending to inquiries regarding any Patient Account. Due to the nature of the job, Patient Account Representative will interact with and manage patients on a regular basis.

Responsibilities:

• Responsible for delivering exceptional service to patients, providers, and team members, including open channels of communication, prompt response to inquiries and requests, and timely, accurate follow up
• Works with clinical departments and billing team to ensure correct Patient Account details
• Maintains a high level of understanding of insurance companies and billing policies
• Effectively communicates and escalates issues to the appropriate team members for patient-centric solutions.
• Maintains daily tasking work queue, quality assurance, and established productivity levels with minimal errors.
• Communicates with patients about their upcoming procedures, including surgeries and treatment plans and the associated cost; collects payments from patients
• Resolves patient questions and issues related to their treatment(s) / account
• Maintain accurate notes and records of all communication and actions on customer accounts.
• Verifies patient demographics, insurance policy information and any other documents or information to ensure accuracy of the patient charts
• Aid with patient reimbursement inquiry requests, including insurance benefit verification details, prior authorization, denials and appeals, and other reimbursement or adjudication details/issues.
• Inform and negotiate any patient balances/overdue or otherwise and collect payments - On occasion this position will require collections calls to patients to resolve outstanding balances
• Process statement and receipt requests for patients
• Performs research and analysis of Patient Account issues and strives to resolve problems timely and accurately.
• Exhibit exceptional customer service skills; answering patient and insurance calls; prompt return and follow up to all interactions; prompt response to requests for information, both internally and externally
• Investigate and resolve patient/insurance company inquiries concerning services, billing, or fees/charges. Notify patient/insurance company and appropriate personnel of findings, adjustments, and recommendations.
• Perform billing duties utilizing specific knowledge of medical terminology and hospital and office procedures
• Maintain dignity and respect for all patients, family members, staff, visitors and clinic personnel.
• Maintain attendance and punctuality to ensure the department is operated in an efficient and cost-effective manner.
• Coordinate efforts to effectively work with others in a manner that is productive.
• Interact with fellow employees and patients in a way that promotes a harmonious and cooperative working environment.
• Other duties as assigned

Requirements:
- High school diploma or equivalent
- 2 years previous experience in medical office / clinic / hospital setting
- Proficient in using computer systems and software applications
- Knowledge of medical terminology, medical records, and coding procedures and HIPAA
- Strong attention to detail and accuracy in data entry
- Excellent communication skills, both written and verbal
- Ability to work independently as well as part of a team
- Familiarity with insurance claim processing and reimbursement procedures

Job Type: Full-time

Pay: $20.67 - $25.75 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• Clinic
• Medical office
• Office
• Private practice

Work Location: In person