The Patient Account Representative position requirements:
- Manage all inbound and outbound customer calls in a timely manner
- Accurately evaluates each account in order to determine what is needed, what is left outstanding and what steps are necessary to resolve the account in both patient Practice Management System
- Answers phones with correct salutation and professionalism
- Strong phone and verbal communication skills along with active listening
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Communicates effectively with all patients regarding their current account status and explaining of insurance benefits related to Deductibles, Co-Insurance and Co-payments
- Follows appropriate payment guidelines. Approaching patients for Payment in full, Payment Plans and Future Payment information as appropriate per the call
- Obtain financial information from patients/guarantors to determine free care eligibility
- Verify insurance, eligibility, and obtained authorizations when required
- Manage insurance changes and requirements
- Ensure current carrier information is maintained in Patient Account System
- Monitor accurateness, suitability and totality of patient accounts
- Followed up on accounts with outstanding balances in appropriate manner
- Document all calls, correspondence, and related activities to each patient's account
- Remained compliant with HIPAA guidelines and maintains the strictest confidential practice when dealing with patients' personal and financial information
- Demonstrated capacity to work under pressure and ability to multitask at all times on many different levels
- Maintains assigned task by ensuring that the task is completed timely
- Research returned mail; update patient demographics accordingly
- Understands Statement paths, next follow up dates and updates appropriately to maximize collection potential
- Understands UCC, MVA, Bankruptcy, Deceased and all Patient Account patient processes in order to properly offer assistance to patients
- Performs other duties as assigned to meet the organization's needs
- Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center for unexpected absences, events, or call volume variance
- Identifies and resolves patient billing complaints
- Performs various collection actions including contacting patients by phone.
- Answer patient and/or insurance phone inquiries; utilize claims software to check status of claim, submission history and eligibility.
- Ability to multi-task, set priorities and manage time effectively.
Minimum Qualifications:
- High school graduate or GED.
- At least one year of experience working in healthcare related field, preferably finance.
- Adequate keyboard skills (40 words per minute typing rate).
- Basic computer skills.
- Strong organizational and communication skills, including ability to discuss medical issues.
- Negotiation skills including assertiveness and being proactive.