03/25/2022
OVERVIEW:
The Patient Accounts Representative is responsible for resolving self-pay accounts while maintaining strong relations with patients, guarantors, clinical departments, and revenue cycle team members. Under general supervisor of the Supervisor, Patient Accounts, this individual utilizes medical billing knowledge and excellent customer service skills to effectively answer all billing-related questions while attempting to collect from patients to ensure patient satisfaction and meeting Affinity Health Partners' self-pay collection goals.
The representatives assist patients to ensure swift resolution of outstanding balances by providing information regarding billing practices, policies, and patient billing statements. It is expected that the representative will be able to handle billing disputes, research accounts to determine appropriate responsibility for account balances, assure the accuracy of billing information, make corrections as necessary, assess the patient’s ability to pay, establish payment arrangements, and counsel patients on Affinity Health Partners’ financial assistance and government programs.
This position represents Affinity Health Partners and the Revenue Cycle team by adhering to and upholding the Affinity Health Partners’ Mission, Vision, Values, and Service Performance Standards in providing the highest quality service. They will support their co-workers, engage in positive interactions, and provide helpful assistance in anticipating and responding to the needs of our customers.
ESSENTIAL JOB DUTIES:
• Handle all communication with patients (in person, telephone, MyChart message, e-Mail, and voicemail), in a prompt and courteous manner
• Clearly explain charges, payments, account balance, and account status to patients to ensure first call resolution
• Communicate with Revenue Cycle teams, insurance companies, clinical staff/leadership, and others to resolve problem accounts
• Utilize outbound dialer, to make collections calls to patients on older outstanding balances. Negotiate full payment from patients and as appropriate assists patients in setting up a payment plan
• Provide education to patients on Affinity Health Partners’ financial assistance policy and application process, if needed. Direct patients to the appropriate resources as necessary (e.g. Financial Counseling, Patient Relations)
• Receive, document, and respond to all patient correspondence in a prompt and courteous manner; accurately document all actions taken to reconcile outstanding balances
• Verify patient coverage information and update a registration as required
• As needed, assist patients in coordinating appeal processes with their insurance company
• Review self-pay undistributed and credit balance accounts and provide refunds to patients as necessary
Customer Service Standards:
• Support co-workers and engage in positive interactions.
• Communicate professionally and timely with internal and external customers
• Demonstrate friendliness by smiling and making eye contact when greeting all customers.
• Provide helpful assistance in anticipating and responding to the needs of our customers.
• Collaborate with customers in planning and decision-making to result in optimal solutions.
• Ability to stay calm under pressure and deal effectively with difficult people
• ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE AHP PERFORMANCE STANDARDS.
RESPONSIBILITIES/KNOWLEDGE/SKILLS:
• Experience with customer service, insurance, finance, or medical office
• Hospital Revenue Cycle experience
• Meditech Expanse Experience
• Excellent customer service, interpersonal and organizational skills
• Ability to use good judgments in highly emotional and demanding situations
• Ability to react to frequent changes in duties and volume of work
• Excellent oral and written communication skills
• Ability to listen empathetically
• Ability to logically and accurately organize details
• Ability to manage multiple tasks with ease and efficiency
• Self-starter with a willingness to try new ideas
• Ability to work independently with minimal supervision and be result-oriented
• Effective interpersonal skills, including the ability to promote teamwork
• Strong problem-solving skills
• Excellent computer operating skills (keyboard, mouse)
• Ability to use various computer applications including Meditech Expanse and MS Office
• Basic math skills and knowledge of general accounting principles
• Maintains confidentiality of sensitive information
• Broad knowledge of health care business office practices and principles
• Knowledge of medical and insurance terminology, CPT, ICD coding structures, and billing
forms (UB, 1500)
• Knowledge of Business Office policies and procedures
• Knowledge of local, state, and federal healthcare regulations
• Knowledge of bankruptcy and collection laws and the Federal Debt Collection Act, and how outside
agencies operate preferred
