Sr Patient Acct Representative

Customer Service Representative

This position is responsible for handling in-coming phone calls or in person to the customer service area for MyMichigan Medical Center's Midland, Gratiot, Clare and Gladwin and EMS. This position resolves patient questions/problems/complaints, determine financial arrangements and analyze and resolve delinquent accounts. This position must be able to work independently and maintain patience and diplomacy to service each customer's needs on an individual basis. This position must work well under stress.

Responsibilities

Receive and make phone calls to resolve patient account balances.

Analyze and resolve patient inquiries by phone, mail or in person. Set up payment and settlement arrangements.

Review and make decisions on accounts for patients seeking charity care or financial aid.

Review accounts and approve for collection activity.

Other duties and responsibilities:

May be asked and/or trained to process legal action forms for lien/judgments against patient for payment of delinquent accounts for all three facilities.

Arbitrate with attorneys for possible settlement of patient accounts with current legal action.

File probate court forms for unpaid accounts of deceased or incapacitated patients.

Appear in court for any disputed claims.

Process forms for any Medicaid application to appropriate county.

Follow-up for response of approval or denial.

Review problems with filing process with appropriate county in person.

Review all denials for additional assistance and forward to Supervisor for processing.

Complete other assigned job duties, special reports, rebills, miscellaneous.

Certifications and Licensures

N/A

Required Education

High school diploma or GED is required. Additional courses in medical terminology preferred. Six years in a hospital billing setting with emphasis on collection law and insurance billing with computer skills in Excel, Word, and Windows preferred.

Other Information

Experience, training and skills: Two years minimum experience in a billing setting with some insurance and collection experience and must have problem solving skills. Must be able to type 50 WPM, proficient with 10-key and must have experience with Windows PC and internet experience. Must have the ability to work well under pressure, good organizational skills and oral and written communication skills. Ability to work well in a team environment - cover coworker duties as needed, participate in department teams, offer suggestions for work flow improvement. MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft Windows. An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

Physical/Mental Requirements and Typical Working Conditions:

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death. Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position. Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description. Overall vision and hearing is necessary with or without assisted device(s). Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching. Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health bloodborne pathogen and TB testing as required. Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake. Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis. Physical Demand Level: Sedentary. Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.