Open Opportunities

The Patient Account Representative is key to patient assurance and engagement because they work with patients to understand and manage the financial impact of their care. This position is responsible for supporting processes for the revenue cycle, financial counseling, authorization, and benefits verification teams. In addition, they offer exceptional customer service and collection skills to ensure optimal and accurate reimbursement is collected for services provided. This position is 40 hours per week.

Essential Job Functions

Patient Facing

• Collaborate with healthcare providers, financial counselors, and other support staff to coordinate resources and services for patients.
• Triage incoming phone calls from patients with questions/concerns to appropriate team members that may require further assessment.
• Answer patient and payer phone calls for the department, including patient account inquiries, payment plan payments, statement inquiries, and insurance and account support.
• Maintain accurate records of patient interactions, services provided, and outcomes achieved.
• Ensure the practice management system is updated to include all relevant call-generated information.
• Adhere to patient collection processes, including establishment and adherence of payment plans, follow-up letters, telephone calls, and use of regular tracking reports to identify gaps in payment.
• Process over-the-phone patient payments.
• Call patients to collect payments or establish payment plans.
• Initiate call-generated patient refunds.
• Work with patient family members and guarantors to coordinate deceased patient account closures.
• Post online and auto-draft payments.
• Stay informed about changes in healthcare policies, regulations, and resources that may impact patient care and services.
• Maintain excellent customer service, always safeguarding the confidentiality of patient and financial information.
• Punctual, regular, timely, and dependable attendance.

Administrative:

• Generate patient status reports daily for revenue cycle departments.
• Generate patient insurance change reports daily for the revenue cycle department.
• Process and log all deceased patient and patient bankruptcy documentation and account reconciliation.
• Process and log all patient refund requests.
• Pick up and process mail from the courier, sort and deliver to department recipients.
• Log, track, and reconcile all incoming patient and payer cash and paper payments.
• Physically deposit daily cash payments to the bank.
• Outgoing mail coordination for daily delivery.
• Place office supplies orders.
• Process Patient Advanced Beneficiary Notices (ABN) waivers.
• Organizes and prioritizes assignments to ensure timely and accurate completion of work.
• Provides consistently high quality administrative support to Revenue Cycle Manager and Director using sound judgement in managing independently a variety of routine and non-routine problems and situations.

Required Qualifications

• 1-2 years of medical office and patient account or equivalent experience.
• Understand regulatory and compliance requirements associated with submitting claims to payers.
• Strong communication and interpersonal skills.
• Well-versed in medical and billing terminology required.
• Strong attention to detail.
• Excellent verbal and written communication skills
• Excellent organization and time management skills with proficiency in computers, especially Word and Excel.
• Experience working in patient payment portals and billing systems.

Preferred Qualifications

• One year experience using Unlimited Systems, iKnowMed, and Power Bi.
• Two years of experience working in the oncology and/or specialty clinic setting.
• Two years of experience working in the patient relations field.

A successful Patient Account Representative will…

• Enjoy being part of a team and collaborating with a variety of teams.
• Possess strong time management skills.
• Enjoy helping patients from a business perspective.
• Enjoy detail-oriented work.
• Demonstrate timely follow-through.
• Possess excellent written and verbal communication skills.
• Rigorously maintain confidentiality.
• Understand and maintain regulatory compliance and insurance company requirements.