Patient Account Representative

• Responsible for answering inbound phone calls/emails to the Billing Office.
• Responsible for addressing patients' questions regarding their accounts, collect payments, and establish payment plans.
• Escalates patient complaints directly to supervisor or manager if unresolved.
• Duties include (but not limited to)
  • Review and understand patient billing,
  • Adjusting accounts,
  • Generating statements,
  • Processing payments and refunds
• Review and process patient requests for financial hardship.
  • Obtain proof of income as well as documentation to determine if patient qualifies for hardship waivers per Company policy.
• Establishes and maintains effective communication and good working relationships with patients/family, and other internal teams for the patient’s benefit.
• Communicates appropriately and clearly to Manager/Supervisor, and other superiors. Reports all concerns or issues directly to Revenue Cycle Manager and Supervisor
• Other responsibilities and projects as assigned.

Requirements:

• High School Diploma or equivalent
• Knowledge of basic medical insurance coverage and/or types such as Commercial, Medicare & Medicaid
• Learns and maintains knowledge of current patient database and billing system
• Working knowledge of CPT and ICD-10 codes, HCFA 1500, UB04 claim forms, HIPAA, billing and insurance regulations, medical terminology, insurance benefits.
• Knowledge of policies and procedures to accurately answer questions from internal and external customers.
• Utilizes initiative while maintaining set levels of productivity with consistent accuracy.

Experience:

• Minimum of 2 years Customer Service experience required
• Medical office or patient accounts preferred

Skills:

• Superior organizational skills.
• Proficient in Microsoft Office, including Outlook, Word, and Excel.
• Attention to detail and accuracy.
• Effective/professional communication skills (written and oral)