Patient Account Representative - Union General Health System

PATIENT ACCOUNT REPRESENTATIVE

[FULL TIME]

Position Summary

Under direct supervision of the Patient Accounting Supervisor, the role of the Patient Account Representative is to provide assistance and general support to the Central Business Office. This includes complete patient account representation from the data entry of payments and adjustment through handling of billing inquiries, in person and via the phone.

To be successful as a patient account representative, you should be detail-oriented and knowledgeable of medical terminology and billing. Ultimately, an outstanding patient account representative should demonstrate exceptional communication and customer service skills.

Principle Duties and Responsibilities

The following section contains representative examples of job duties that might be performed in positions allocated to this job class. Union General Health System is a dynamic organization, and the environment can be fluid. Roles and responsibilities may be altered to accommodate changing business conditions and objectives as well as to tap into the skills and experience of its employees. Accordingly, employees may be asked to perform duties that are outside the specific work that is listed. It is not required that any position perform all duties listed, so long as the primary responsibilities are consistent with the work as described. Performance standards developed for incumbents allocated to this job class may also contain relevant job content information and are referenced hereto.

1. Patient Accounts

• Research and problem solve patient account issues
• Audit and resolve discrepancies on patient accounts
• Analyze bankrupt or deceased patient accounts
• Identify and correct posting errors
• Post patient and insurance payments / adjustments
• Update patient demographic, financial and payer information
• Manage incoming phone calls
• Analyze credit balances
• Process patient refunds
• Manage incoming / outgoing mail
• File claims on estates of deceased patients, process bankruptcy and charity adjustments as needed.

1. Customer service

• Manages customer/client interactions in a professional manner; responds promptly to requests for service and assistance and meets those commitments.
• Manage billing inquiries from patients, in person and via the phone
• Explain account transactions: insurance benefits, adjustments, patient cost share / deductibles
• Collect / post patient payments
• Establish patient payment plans
• Provides assistance to CBO venders with account questions or problems related to patient or third party payments, rejections, adjustments, collections, or financial status.
• Assist in preparing files, paper or electronically to be sent to outside vendors doing business on behalf of the hospital for the recovery of account receivable funds, including assistance with Collection Agency inquiries.
• Serve as contact for early out / collection venders to problem solve patient account issue.

Position Qualifications

Education

• High School Diploma or GED equivalent is required.
• Some college course work is preferred

Experience

• Minimum 1-year experience in Healthcare Billing, Accounts Receivable
• Knowledge of Federal / State regulations / guidelines, commercial insurance billing requirements, payer contract language, healthcare terminology, and abbreviations

Knowledge, Skills, Abilities

• Solid working knowledge of the healthcare industry and experience in health care technology.
• Proficient in Microsoft Office.
• Ability to work effectively and relate well to patients, clients, colleagues, and individuals inside and outside Union General Health System.
• Ability to work in a fast-paced environment with demonstrated ability to prioritize multiple, competing tasks and demands, and to seek supervisory assistance as appropriate.
• Ability to work independently
• Highly dependable in both production and attendance
• Ability to effectively prioritize and execute tasks while under pressure; make decisions based on available information and within the scope of authority of the position; excellent customer service skills, including professional telephone interactions.
• Excellent written and verbal communication to clearly document issues and effectively communicate.
• Strong emotional intelligence, interpersonal and teamwork skills
• Ability to exercises tact, discretion, sensitivity and maintains confidentiality
• Demonstrated leadership skills and ability to gain cooperation and support from a diverse body of individuals
• Exceptional organization, problem solving, and time management skills with an attention to detail