Patient Accounts Representative

Company	Nebraska Methodist Health SystemSee more
Address	Omaha, NE
Form of work	Full-time
Salary	$55,000 a month
Category	Retail

Job description

Why work for Nebraska Methodist Health System?
At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care – a culture that has and will continue to set us apart. It’s helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient’s needs, or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in.

Job Summary:

Location: Methodist Corporate Office
Address: 825 S 169th St. - Omaha, NE
Work Schedule: Mon - Fri, 8:00am to 4:30pm
Our customer service team is responsible for handling inbound and outbound patient phone calls.

Responsibilities:

Essential Job Functions

Reviews accounts referred by supervisor/lead and determines appropriate action, which includes contacting patients and providers, other hospital staff or departments as indicated.

Completes within 24 hours of receiving.
Responds back to supervisor that the referral has been handled.
Referrals are sent to the appropriate area, thru the referral queue, and followed up on according to the referral process.
- A follow up call is made to the patient if needed.
Appropriate holds are placed on the account if needed.

Answers incoming calls, and will research patient requests, questions, and complaints, and take appropriate action.

Phone is answered by the third ring, and script is followed with a pleasant tone.
HIPAA information is verified on every call.
Demographic/Insurance information is updated appropriately.
Identifies the patient's needs/concerns, and takes appropriate action.
Discuss financial options on self pay balances including asking for payment in full, bank loan program, and financial assistance.
Referrals are sent to the appropriate area thru the referral queue, and followed up on according to the referral process.
- A follow up call is made to the patient if needed.
Appropriate holds are placed on the account if needed.
Uses department tools, and resources such as Revenue Manager, X Drive, and training material to assist in handling the call.
Serve as a liaison between the patient, and various departments.
Delivers positive professional customer service at all times.

Reviews daily work, and sorts for priority.

FAFs received by fax or email are noted the same day, and placed in the mail area.
Patient correspondence is handled the same day.
- Referrals are sent to the appropriate area, and a follow up call is made to the patient if needed.
- Correspondence is sent to be scanned.
Patient emails are handled the same day following the email script.
Patient voicemails are returned the same day following the script.
Bank loans are handled as a priority due to expiration times.
Patient complaint letters are handled the same day, and referred to the appropriate area for assistance.
- A phone call is made to the patient to acknowledge the letter was received.
Declined credit care payments are handled the same day. Credit card info needs to be shredded at the end of the day.

Payment Guidelines

Discuss all self-pay balances with patient at the time of the call.
Collects payment at time of the call.
Follows payment guidelines, and sets appropriate payment plans in the system.
Knowledgeable, and able to explain the financial assistance process.
501r training
Knowledgeable, and able to explain the bank loan process.

Documents on billing systems any action taken in handling accounts.

Notes are clear, and easy to understand.
Documentation is completed immediately following the call.
Appropriate holds are placed on the account.
Referrals are sent thru the referral queue to the appropriate area.

Dollars collected, and correspondence numbers are completed daily.

Dollars collected are tracked and sent to the supervisor at the end of each day.
Task dollars are tracked and sent to the supervisor at the end of each day.
Correspondence is tracked and sent to the supervisor at the end of each day.
Meeting collection goal of $55,000/month.

Language and reasoning skills.

Manages difficult patients while remaining professional and delivering excellent customer service.
Communicates clearly and is easily understood over the telephone.
Does not use slang or abbreviated words such as EOB.
Demonstrates effective tone of voice.

Teamwork

Manages relationships with coworkers in a professional manner.
Contributes to the success of the team on a regular basis.
Assists teammates as needed.
Other duties as assigned.

Department Expectations

Adheres to attendance and punctuality standards.
Adheres to cellphone, texting, and internet policy.

Schedule:

Mon - Fri, 8:00am to 4:30pm

Job Description:

Job Requirements

Education

High School Diploma or General Educational Development (G.E.D.) required.

Experience

Preferred 1-2 years of previous customer service experience in a call center or business office setting, preferably in the healthcare field.

License/Certifications

Skills/Knowledge/Abilities

Requires effective communication skills for handling patient's and interdepartmental staff at a professional level.
Requires analytical ability to review accounts to determine appropriate action.
Requires the ability to discuss financial options such as bank loans, financial assistance, and payment plans.
Requires the ability to collect self-pay balances.
Requires the ability to identify, analyze, and solve patient concerns.
Requires the ability to handle a wide range of assignments.
Requires basic navigation skills in Microsoft Office applications, including Outlook, Word, and Excel.

Physical Requirements

Weight Demands

Light Work - Exerting up to 20 pounds of force.

Physical Activity

Occasionally Performed (1%-33%):
- Balancing
- Climbing
- Carrying
- Crawling
- Crouching
- Distinguish colors
- Kneeling
- Lifting
- Pulling/Pushing
- Reaching
- Standing
- Stooping/bending
- Twisting
- Walking
Frequently Performed (34%-66%):
- Hearing
- Repetitive Motions
- Seeing/Visual
- Speaking/talking
Constantly Performed (67%-100%):
- Fingering/Touching
- Grasping
- Keyboarding/typing
- Sitting

Job Hazards

Not Related:
- Biological agents (primary air born and blood born viruses) (Jobs with Patient contact) (BBF)
- Physical hazards (noise, temperature, lighting, wet floors, outdoors, sharps) (more than ordinary office environment)
- Equipment/Machinery/Tools
- Explosives (pressurized gas)
- Electrical Shock/Static
- Radiation Alpha, Beta and Gamma (particles such as X-ray, Cat Scan, Gamma Knife, etc)
- Radiation Non-Ionizing (Ultraviolet, visible light, infrared and microwaves that causes injuries to tissue or thermal or photochemical means)
Rare (1-33%):
- Chemical agents (Toxic, Corrosive, Flammable, Latex)
- Mechanical moving parts/vibrations

About Methodist:

Nebraska Methodist Health System is made up of four hospitals in Nebraska and southwest Iowa, more than 30 clinic locations, a nursing and allied health college, and a medical supply distributorship and central laundry facility. From the day Methodist Hospital was chartered in 1891, service to our communities has been a top priority. Financial assistance, health education, outreach to our diverse communities and populations, and other community benefit activities have always been central to our mission.

Nebraska Methodist Health System is an Affirmative Action/Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by Federal, state or local law.