Patient Service Representative
2 months ago
**Job Title: Patient Service Representative**
**Reports to: Revenue Cycle Manager**
Summary: The Patient Service Representative assists patients with questions and concerns regarding professional billing in a prompt and courteous manner by performing account research, balance verification, patient support, and verification of billing and policy compliance. Responsible for all activity related to collection and reportingof Self-Pay balances. Is authorized to create payment plans, pre-payment plans, send statements/explanation of benefits, approve the movement of patient balances within the system. Works with the patients, Revenue Specialists, Third Party Payers, and the Care Centers practices to maximize collections. Must use independent judgement on the prioritization of assigned tasks.
**Job Responsibilities include, but are not limited to**:
- Verify, obtain, and update patient and guarantor demographic information, insurance packages, case policies, and/or documents necessary for resolution of account.
- Facilitation of assigned Self-Pay Worklists through proactive patient balance calls and lettering campaigns, as well as claim reconciliation with payer as it relates to self-pay correction/review
- Record payment information as presented by patient / guarantor for processing, as well as communication to patient regarding declined/bounced payments
Address all Collection related inquiries by both patient, Care Center, Management, and Collection Agency
- Prepare and mail of any patient balance notification letters on the specified timelines
- Notation in the Patient Account View of all patient communication both verbal and written as it pertains to general account inquiries; a copied note in the specified claim if applicable
- Create and monitor of Payment Plans, Pre-Payment Plans, and Credit-Card-On-File in compliance with pre-defined parameters outlined inorganization’s patient financial policies
- Receipt and acknowledgement of returned mail (through both Athena and USPS to CBO) and bankruptcy notices, with prompt associated activities per organizations policy
- Research EOBs, print statements, or prepare ad-hoc documentation to assist patients, Care Centers, Third Party vendor (Insurance or Collection Agency) or Management in balance collection challenges as needed
- Report on aged AR monthly and based on need, and trend increases and impact of seasonal activities; preparation of reports in Excel as needed or requested
- Coordination between patient, any Care Center and/or CBO Service Line, as needed internally; guarantor, payers, collection agency externally
- Review, research or communicate with Practice Management, RCM Manager, or appropriate CBO Department as necessary regarding any questionable accounts or issues presented by patient / guarantor
- Track trends of patient inquiries/feedback to assist Revenue Specialists in providing Care Center education that will improve self-pay processes
- Run quarterly Front Lines Forum to maximize Care Center ability to improve self-pay workflows
- Maximize Patient Financial Experience by analyzing trends, brainstorming with Revenue Cycle Team and additional Service Lines, and streamlining processes to promote more efficient workflows
- Assist Revenue Cycle Manager in month-end reporting, providing content for Care Center Communications, and/or additional tasks as requested.
- Facilitate assigned Collection Worklists to include timely running of the report on the prescribed schedule, delivery to the physician in the preferred method, “kicking” remaining patient claims to COLLECT status
- Adjustment to bad debt versus collection, adjustment for other reasons as approved, and completion of patient turnover to collection agency
- Initiate and follow through on patient refund requests based on the organization’s internal policy
**Qualifications, Skills and Knowledge Required**:
- Associates Degree from an accredited university preferred
- Minimum of 2 years’ customer service experience
- Knowledge of payer processes, local, state, and federal requirements
- Excellent written and oral communication skills
- Outstanding customer service skills
- Advanced knowledge of Microsoft Office
- Strong organizational, problem solving and decision-making skills
- Ability to prioritize and manage multiple projects and issues effectively and simultaneously
- Self-motivated and self-starter who can work well under mínimal supervision
- Strong attention to detail, research and follow up skills
- Ability to work both independently and in a team setting
- Valid driver’s license and reliable insured automobile required.
Pay: $50,000.00 - $55,000.00 per year
**Benefits**:
- 401(k)
- AD&D insurance
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid sick time
- Paid time off
- Paid training
- Parental leave
- Vision insurance
- Work from home
Schedule:
- M
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