Customer Service Liaison

Patient Access Representative

Interacts with patients to provide accurate and complete patient information, secures payments for services provided and maintains the highest quality of service for customers.

Job Responsibility

1. Create and distribute correspondence to customers (e.g, emails; dunning letters; system-generated letters; invoices) to inform them of needed actions (e.g, update COB status with insurance company)

2. Answer all billing questions from patients on a daily basis via the incoming calls, utilizing current applications

3. Review account information in order to educate external customers regarding outstanding accounts/balances

4. Provides explanation of physician medical bills and resolve inquiries and disputes related to the bill

5. Gather relevant account information to gain understanding of customers obligations

6. Evaluate account information (e.g., number of invoices; date past due; previous payment history; billing addresses) to determine payment issues and possible root causes

7. Gather/seek additional information from applicable systems to further investigate discrepancies

8. Refers patients to the Financial Assistance Unit

9. Communicate (e.g., emails; phone; written correspondence) potential solutions or available services

10. Record correspondence information (e.g., dates; action taken within relevant systems (e.g., ETM, GECB))

11. Verifies specific data elements of the account and the relationship of caller in order to comply with HIPPA regulations

12. Verifies correct insurance information, demographic information, payment credits, etc.

13. Ensures accuracy of the account and balances

14. Receive information from customers regarding their concerns

15. Identify account issues that need to be escalated to senior leadership or internal partners

16. Negotiate potential balance payoff and/or payment terms with customers within stated level of authority and guideline limits

17. Recommend/communicate potential solutions or available services to external customers

18. Processes incoming correspondence

19. Identifies trends and common concerns raised by patients and report to manager

20. Collect and process online credit card payments using approved applications

21. Send notifications to external customers informing them of receipt of payment

22. Establishes payment plans for outstanding patient balances

23. Works with various revenue cycle systems such as (Soarian, QUIC, Experian, HP24, HCL, RE, and CARE), in order to bring accounts to closure

24. Demonstrate understanding of relevant software applications (e.g., Outlook, ETM, GECB, etc)

25. Evaluate current collections processes and procedures in order to identify opportunities for improvement

26. Maintains departmental standard goals

27. Performs related duties, as required

28. Completes moderately complex assignments that require an ability to recognize the need to occasionally deviate from accepted practices

29. Exercises independent judgment on basic or moderately complex issues regarding job and related tasks

30. Elevates questions, problems and significant challenges to more senior team members for direction or subject matter expertise on new or unprecedented assignments

31. Majority of contact is interna land/or customer service oriented.

Job Qualification

•High School Diploma or equivalent, required.

•Knowledge of physician billing, ability to read and understand explanation of benefits, required.

•Data entry skills (40-45 wpm), required.

•Ability to perform arithmetic calculations, required.

•Ability to communicate effectively in order to enhance overall patient experience.

•Ability to work in various applications and understand workflows.