This position is a remote position.
GENERAL SUMMARY:
Under general direction, the CBO Patient Financial Experience Specialist is responsible for Henry Ford Health true and residual Self-Pay accounts. Identifies and determines in accordance with established policies and procedures - the accuracy and completeness of Patient Financial, insurance and demographic patient information to ensure patient responsibility is accurate.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Work efficiently and effectively through assigned workqueues or reports following standardized work procedures.
- Research accounts to identify root causes of errors and report potential issues to leadership.
- When potential issues are identified recommend possible solution of the issue to leadership.
- Meet established productivity and efficiency expectations.
- Correctly use tools and resources available to resolve accounts.
- Knowledge of applications used in the revenue cycle process related to patient billing.
- Represent patient pay in all communications with external customers, including patients, third party insurance companies, auditors, lawyers, vendors, etc.
- Verifying and adding insurance for billing when identified.
- Assist all internal and external customers in a professional manner.
- Responsible for timely responses to all service center inquiries to assist the customer in understanding their patient responsibility.
- Place or remove patient balances to external collections when balances have met appropriate criteria.
- Responsible for timely responses to collection agency inquiries.
- Responsible for processing accounts based on feedback from collection vendors.
- Assists with training and mentoring new team members.
- Review and process financial assistance applications.
- Using established policies and procedures, requests refunds and provides appropriate supporting documentation.
- Analyze and process refunds as a result of patient overpayment.
- Research and resolve accounts that are in a credit balance status; this includes correcting adjustment amounts if needed.
- Understanding of the revenue cycle and the responsibility and goals of each area and how they impact the revenue cycle.
- Using established processes, redistributes payments as appropriate between patient accounts and AR buckets.
- Communicates with patients or insurance companies as needed to resolve credit balances.
- Supports the standards set forth in the HFH Code of Conduct by adhering to legal and ethical standards.
- Assists with special projects and performs other related duties as assigned.
- Maintain knowledge of CBO policies and procedures.
- Performs other related duties as assigned.
EDUCATION/EXPERIENCE REQUIRED:
- High school diploma or equivalent required.
- College course work in accounting, business, or healthcare administration, preferred.
- One-year prior experience in a healthcare revenue cycle position.
- Intermediate knowledge of Microsoft suite products preferred. Communicate effectively with patients, colleagues, and leadership.
- Work independently.