Patient Financial Services Representative
5 days ago
Under the general direction of the Patient Access Manager, and in accordance with The Joint Commission, federal, state, and local guidelines, organizational and departmental policies and procedures, the Patient Financial Advisor will provide financial planning assistance to non-emergent patients as well as perform the registration for patients presenting for services, maintain documentation, verify insurance, and accept payments. He/she will also educate patients having services on their insurance benefits and estimated liability and collect from them on the date of service. The Patient Financial Advisor will work the radiology and operating room services schedules in advance to notify patients of estimated liability. Employees will communicate with medical staff, other departments, and outside agencies while maintaining confidentiality. Position requires self-motivation, creativity, and capabilities to function in a semi-autonomous role within a fast-paced and dynamic environment.
Standards of Performance- Performs registration for all patients presenting for service.
- Obtains, inputs, and transcribes accurate patient data.
- Completes necessary forms including proper documentation/signatures, insurance information, either on paper or electronically.
- Enters data into the computer with minimal errors.
- Performs as a cashier for payments and maintains cash receipts with accuracy.
- Notifies various departments that a patient needing their services has cleared registration.
- Notifies the Emergency Department that a patient has arrived and needs triage.
- Meets with patients to discuss financing options.
- Assesses insurance status. Verifies insurance benefits. Calculates and collects appropriate estimated liability from patients on services rendered or to be rendered.
- Obtain payment of applicable co-payments, deductibles, and/or co-insurance according to health plans.
- Discusses with uninsured patients their financial obligations and referral options as per policy.
- Navigates through EHS software systems to obtain the patient's financial responsibility.
- Explains the Helping Hands program option, if applicable.
- Work with ARx Outbound report to collect on accounts that were not collected on the date of service.
- Provide a courteous response to patient contact and answer questions on accounts or collections by patients regarding billing or amounts due.
- Responsible for calling scheduled surgery and radiology patients to advise them of their estimated patient liability before the date of service and noting accounts of patient intention to pay if not paid over the phone.
- Meet with patients presenting for outpatient services upon discharge to explain their insurance benefits and provide them with an estimate of liability for the service provided. Obtain payment or arrangement when applicable.
- Responsible for performing the census rounds daily and forwarding it to the appropriate parties - Business Office, Centralized Scheduling, Patient Access Supervisor, and Patient Access Manager. Will need to obtain accurate information from the patients and provide financial assistance information and paperwork when necessary.
- Responsible for working outpatient self-pay accounts for Centralized Scheduling before they schedule the procedure.
- Responsible for working crime victim accounts and noting those accounts accordingly.
- Maintains knowledge to answer any patient inquiry regarding their account/insurance.
- Scans all records into electronic medical records.
- Assists with switchboard duties as necessary/required.
- Provides Advance Directives and Organ/Tissue Donor information to all patients as per hospital policy/procedure.
- Acts as an ambassador for the facility by interacting with clients, family members, and staff in a friendly, caring, professional manner.
- Requires completion of certifications with Hometown Health, as determined by management.
- Ensures adherence to proper infection control, OSHA, and safety standards.
- Provides support for other team members when needed and promotes a positive teamwork environment.
- Act in compliance with established hospital policy and procedure, including code for releasing of information.
- Maintains all equipment in proper working order and comply with procedures for reporting repair of equipment.
- Maintains a neat, orderly work area.
- Performs other duties as assigned/needed/required within the scope of the job and training.
Minimum Level of Education: Education level equivalent to completion of High School.
Formal Training: Must be able to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Will have the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Licensure, Certification, Registration: Will be required to obtain Hometown Health Certifications by the 90-day review and renew annually.
Work Experience: Working knowledge of health insurance, deductibles, co-pays, and co-insurance required. Minimum of 12 months (1 year) experience in customer service, patient registration, and/or collections preferred. Position requires a comfort level with out-of-pocket collections activities, as well as a thorough understanding of the accuracy needed for capture of demographic and third-party payer information.
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