Patient Account Representative

Compensation Range: $19.10 to $28.64

Non-Exempt Position

Benefits: Medical, Dental, Life, Retirement, Paid Time Off

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Supervisory-Specific Performance Expectations, Duties, and Responsibilities:

· N/A

Position-Specific Performance Expectations, Duties, and Responsibilities:

· Greets patients in person and on the phone in a friendly and courteous manner.

· Ability to work with all members of the financial team to assist with patients' accounts.

· Efficiently verifies mailing address, contact phone number, insurance, and other demographic information.

· Evaluates patient accounts for Bad debt status, reaches out to patients to set up payment plans.

· General understanding of Patient Accounts to help patients understand bills and insurance payments.

· Discusses any financial obligation and sets up payment plans or payment arrangements with the patient before admission or discharge.

· Analyzes financials and establishes payment arrangements on high-dollar deductible plans, co-pays, and self-pay accounts.

· Works closely with the Insurance verification/ Eligibility function and Case management/UR/ Discharge planner to ensure smooth financial transition for the patient.

· Navigates the Electronic Medical Record (EMR) to find proper documentation and forms.

· Accurately update the patient’s information in the EMR system.

· Meets established productivity and quality guidelines.

· Provides estimated quotes for a prompt pay discount or time of service discount.

· Posts payments of cash and prepares end-of-day cash drawer receipts to accounting.

· Answers incoming phone calls and walk-ins from patients, physicians, and other sources related to financial questions.

· Correctly and professionally documents financials and patient interactions within EMR for financial clearance and counseling.

· Handles complaints, provides appropriate solutions and alternatives within the time limits, and follows up to ensure resolution.

· Provides relief/back-up for Financial Counselor as needed.

· Attends all applicable workshops

· Responsible to monitor supervisor directed indicators.

· Follows communication, expectations, guidelines, and polices.

· Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI.

· Perform other duties as assigned. Occasional weekend work to support special events

· Trains in the department when needed.

· Performs other duties as assigned.

Organization-Specific Performance Expectations, Duties, and Responsibilities:

· Demonstrates full commitment to the CHOICE values of MRH and consistently represents the organization in a positive, professional manner.

· Establishes and maintains effective verbal and written communication, fostering positive working relationships with patients, staff, and vendors.

· Adheres to the MRH attire and dress code in accordance with organizational policies and procedures.

· Exhibits initiative and self-motivation; maintains a consistent level of productivity and manages time and responsibilities effectively.

· Completes all required annual education, training, in-services, and licensure/certification updates; actively participates in departmental and organizational meetings or reviews meeting minutes as required.

· Maintains strict patient confidentiality at all times.

· Reports to work punctually and completes assigned duties within established timeframes.

· Actively contributes to departmental and organization-wide performance improvement and continuous quality initiatives.

· Ensures compliance with all regulatory requirements, maintaining adherence to departmental, hospital, state, and federal standards and policies.

· Follows all infection control, safety, and risk management procedures to maintain a safe environment for patients, the public, and staff.

QUALIFICATIONS

· Must be at least 18 years of age (21 for positions requiring driving, with a valid driver’s license).

· Must be legally authorized to work in the United States.

· Must successfully pass a background check.

· Must successfully pass a pre-employment drug screen and breath alcohol test (if applicable).

· Must complete an Employee Health meeting prior to starting employment.

EDUCATION, LICENSURE(S), AND CERTIFICATION(S)

Required Preferred

EXPERIENCE

Required Preferred

Medical terminology experience

Bilingual

Two (2) years of customer service experience.