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Patient Account Representative/Billing Office Specialist

1 month ago

Columbia, Missouri, United States Columbia Orthopaedic Group Full time
Job Summary:

The Patient Account Representative plays a vital role in ensuring patients are well-informed about their financial responsibilities, assisting with collections of past-due balances, and delivering exceptional service throughout their interactions with the clinic.

Key Responsibilities:
  1. Cost Estimates:
    • Provide patients with detailed and accurate cost estimates for clinic visits, surgical procedures, anesthesia services, durable medical equipment, and radiology based on insurance coverage and clinical information.
    • Utilize billing systems and insurance information to calculate and communicate patient financial responsibilities.
  2. Explanation of Benefits (EOB) Discussion:
    • Review and explain EOBs to patients, clarifying coverage details, patient liabilities, and any discrepancies between billed charges and insurance payments.
    • Assist patients in understanding their benefits, copayments, deductibles, and any out-of-pocket costs.
  3. Billing Inquiries and Issue Resolution:
    • Address patient billing inquiries, resolve discrepancies, and provide support related to charges, payments, and insurance coverage.
    • Collaborate with the billing department and insurance companies to resolve issues and ensure accurate account information.
  4. Chart Preparation for Collections:
    • Prepare and organize charts for accounts with past-due balances, ensuring accurate documentation and details are ready for the collections process.
    • Work with collaborating departments to follow up on overdue accounts and provide necessary information to facilitate collections.
  5. Patient Interaction and Satisfaction:
    • Maintain a high level of patient satisfaction by delivering exceptional customer service and addressing patient concerns with empathy and professionalism.
    • Ensure all interactions are handled efficiently and effectively, aiming to exceed patient expectations.
  6. Documentation and Record Keeping:
    • Document all patient interactions, inquiries, and resolutions accurately in the system to maintain complete and up-to-date records.
    • Track and follow up on unresolved issues and past-due balances to ensure timely resolution and patient satisfaction.
  7. Compliance and Confidentiality:
    • Adhere to all privacy regulations and confidentiality standards when handling patient information and discussing sensitive financial details.
    • Ensure compliance with all relevant healthcare regulations and billing practices.
Qualifications:
  • Education: High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Business, or a related field preferred.
  • Experience: Previous experience in a call center or healthcare billing environment is preferred. Familiarity with medical terminology, insurance processes, and patient billing is a plus.
  • Skills:
    • Strong communication skills with the ability to explain complex financial information clearly and effectively.
    • Excellent problem-solving abilities and attention to detail.
    • High level of empathy and commitment to patient satisfaction.
    • Proficiency in using billing software and electronic health record (EHR) systems.
    • Ability to manage multiple tasks and prioritize effectively.
Working Conditions:
  • Environment: Call center setting within the clinic or hybrid, as applicable.
  • Hours: Full-time position, typically Monday to Friday with standard office hours.
Additional Information:
  • Hybrid Work Opportunity: After successfully completing six months of employment and meeting performance expectations, there is potential for a hybrid work arrangement, combining remote work with in-office responsibilities.
  • Training and Development: Comprehensive training will be provided to ensure proficiency in handling cost estimates, EOBs, patient interactions, refunds, and collections.
  • Career Advancement: Opportunities for professional development and career growth within the organization.