Patient Accounts Rep - Phones

Tanner Clinic has an immediate opening for a full-time Patient Accounts Rep - Phones position at our Kaysville Business Office.


Essential Job Responsibilities:

• Identifies delinquent accounts, aging period, and payment sources. Processes delinquent unpaid accounts by contacting patients and third-party reimbursers.
• Performs various collection actions including contacting patients by phone and resubmitting claims to third-party reimbursers.
• Evaluates patient financial status and establishes budget payment plans. Follows and reports status of delinquent accounts.
• Reviews accounts for possible assignment; makes recommendations to credit manager and prepares information for collection agency.
• Assigns uncollectible accounts to collection agency or attorney via clinic credit and collection policy.
• Gathers and researches appropriate information related to patient care, reimbursement, or community resource issues. Follows complaint through to resolution and provides feedback to patient/family. Facilitates relationships with public.
• Works with staff to resolve concerns and improve services, taking advocacy position.
• Tracks and analyzes all concerns and complaints. Identifies problematic trends and makes recommendations for correction. Produces regular overview reports.
• Other duties as assigned.

Requirements

Education: High school diploma or equivalent.


Experience:

• Patient representative experience preferred.
• Customer Service experience required.
• Previous healthcare experience and/or familiarity with medical terminology preferred.

Other Requirements:

• Basic computer skills required.
• Basic insurance knowledge preferred.
• Ability to resolve patient issues of conflicts.
• Knowledge of how to process cash and credit card payments.
• Experience using credit card machines and a multi-line phone system.
• Exceptional interpersonal skills with the ability to establish immediate rapport with patients.

Performance Requirements:

Knowledge:

1. Knowledge of medical billing/collection practices.
2. Knowledge of basic medical coding and third-party operating procedures and practices.
3. Knowledge of counseling, conflict resolution, and customer service principles and applications.
4. Knowledge of research methods to identify issues and clarify policies. Understanding of medical terminology.

Skills:

1. Skill in analyzing of data, policies, and requirements and in preparing objective, comprehensive reports using computers for both research and reporting.
2. Skill in defusing tense situations through diplomatic problem-solving.
3. Skill in effectively balancing needs of clinic with needs of patient with minimum of tension.
4. Skill in establishing and maintaining effective internal and external working relationships.

Abilities:

1. Ability to enter accurately data and examine insurance documents.
2. Ability to deal courteously with patients, staff, and others.
3. Ability to communicate effectively with patients, staff, and external contacts via phone, in person, and through well-written reports.
4. Ability to demonstrate leadership within medical practice to resolve immediate and long-term patient concerns.
5. Ability to establish/maintain effective relationships with a wide variety of people.

Equipment Operated : Standard office equipment with emphasis on computer hardware and software.

Work Environment: Position is in a well-lighted office environment. Constant contact with individuals from many backgrounds. Minimum exposure to communicable diseases. Frequent stress from dealing with tense individuals in uncomfortable situations.

Mental/Physical Requirements: Involves sitting approximately 90 percent of the day, walking or standing the remainder. May require sitting at computer workstation. Occasional stress from dealing with complex patient advocacy issues.