PFS Patient Svc Specialist IV, Financial Counseling

2 months ago

WinstonSalem, United States Atrium Health Full time

Overview

PFS Patient Svc Specialist IV, Financial Counseling

40 hours per week, day shift

JOB SUMMARY:

Provides exceptional customer service by performing all registration, HIM, scheduling, reception, and financial functions with accuracy. May float to various operational sites within AHWFBPatient Financial Services (PFS). Expedites and provides healthcare access by obtaining accurate critical data elements from a variety of sources (e.g. patients, families, physicians, etc.). Ensures reimbursement for services rendered through verification of insurance and benefits and timely authorizations and pre-certs. Identifies, informs, and collects patient's financial obligations. Identifies and refers patients seeking financial assistance to the appropriate internal departments and external agencies. Fosters positive relationships with all patients and family members, peers as well as external customers to ensure quality services. This position requires multi-tasking and effective problem solving skills.

EDUCATION/EXPERIENCE:

Associate's degree with five years' direct experience required. Revenue Cycle experience in lieu of the Associate's degree. Bachelor's degree preferred. Experience in a healthcare setting (receptionist, registration, financial assistance, etc.) preferred. Working knowledge of applicable rules, regulations and guidelines governing insurance payers and reimbursement preferred. Medical terminology preferred. Bilingual (Spanish) strongly preferred.

LICENSURE, CERTIFICATION, and/or REGISTRATION:

N/A

ESSENTIAL FUNCTIONS :

1. Collects Critical Data Elements, registration information, completes related documents, and prioritizes workload. Monitors workload, identifies trends impacting revenue cycle processes and alerts departmental management.

2. Ensures accurate patient identification and addresses sensitive information with confidentiality.

3. Communicates insurance benefits and liabilities with customers.

4. Collects past, current and future payments due and advises customers of financial responsibility and resources.

5. Provides excellent customer service through all interactions and resolves complaints promptly.

6. Works well independently and as part of a team.

7. Accesses hospital systems, office technology, payer websites and other resources for assigned responsibilities.

8. Adheres to the Medical Center's Values and policies while meeting departmental productivity goals and standards.

9. Obtains authorizations, pre-certs, documentation when applicable, referrals, reviews and requests medical record information as necessary.

10. Communicates effectively with various internal and external healthcare team members. Serves as a resource to department management to ensure efficient operations and supervision of staff and is able to provide representation for management in departmental meetings.

11. Takes the initiative to assist staff with escalated customer service and work related issues. Demonstrates a working knowledge of all departments within the Patient Financial Services.

12. Assists with the development and training of new or less experienced staff. Serves as a highly experienced resource, trainer to staff and other departments as needed by department management.

13. Attends required training classes, seminars and meetings. Actively seeks continuous self-improvement, utilizes critical thinking, and recommends innovative solutions to enhance current work flow processes.

14. Performs additional tasks and special project responsibilities as requested by department management. Working knowledge of departmental and related Medical Center policies. Performs quality review functions as requested by department management.

SKILLS/QUALIFICATIONS:

Excellent oral, written, and interpersonal communication skills

Problem-solving skills to identify research and assist in resolution of real time issues

Exceeds PFSgoals consistently and productivity standards based on department requirements

Works independently with minimal assistance from leadership

Data entry, keyboarding (WPM 45) and calculator skills

Strong telephone etiquette

Organization and time management skills

Critical thinking and decision-making skills Ability to perform analysis

Ability to multi-task Identification of system/process improvements

Basic mathematical skills

Basic understanding of ICD 9/10 and CPT codes

Attention to detail

Ability to receive constructive criticism and take action

Computer skills to include Microsoft products

Presents/maintains a professional image

WORK ENVIRONMENT:

Clinical and office environments

Occasional long hours, must be flexible and available to provide staffing assistance for any/all disasters or emergencies

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