Patient Financial Representative

Gillette Children's is looking for a full time Patient Financial Representative. This role is 1.0 FTE (40 hrs/wk); Monday-Friday, 8-4:30. This is a remote opportunity after onsite training; however, the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul, MN as needed.

Purpose of position:

As the voice of Gillette Children's, the Patient Financial Representative works closely with Gillette patients and families to help them understand their statements and options available to resolve outstanding balances. Promotes and maintains professional and positive patient and family experience as the last impression of the organization.

• Phone Coverage: Primary point of contact for patients, families, and other customers such as third-party payors engaging with Gillette over the phone. This includes both inbound and outbound calls
• Customer Service: Works closely with patients and families to understand their statements and resolve outstanding self-pay balances by offering & setting up payment plans, explaining resources such as GAP - Gillette Assistance Program and providing guidelines and applications to families and collaborating with and referring patients to the Financial Advocacy Team as needed for GAP application processing and cost of care estimates.
• Self-Pay Collections: Monitors Past-Due Self-Pay Queues to ensure monthly statements are released, payments are made monthly and follows up via outbound calls with reminders of outstanding balance and options for assistance programs and payment plans. Refers delinquent accounts for collection agency placement. Assists with monthly collection agency reconciliation by monitoring reports.

Additional responsibilities are defined as those specific duties relating to the various revenue cycle functions as assigned by the Revenue Cycle Practice Manager, Team Goals, and Organizational job performance standards.

Compensation & Benefits Information :

The hourly wage for this opportunity is $21.18 to $31.75, with a median wage of $26.46/hour. Pay is dependent on several factors including relevant work experience, education, certification & licensure, and internal equity. Hourly pay is just one part of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package that includes a retirement savings match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.

Core Responsibilities and Duties:

Phone Coverage

• Answers inbound calls for Gillette's main billing number
• Greets patient/family by introducing self and organization
• Triages calls and directs patients/families to the Financial Advocate Team, Third Party Collections Team, or Leadership Team as needed and opens detailed patient feedback concerns when appropriate
• Makes outbound calls as follow-up to voicemails left when all lines are busy or after hours
• Ends calls by confirming all patient needs are satisfied or escalated appropriately, as needed
• Demonstrates consideration of patient's and/or customer's needs and feelings at all times.
• Provides feedback to leader when barriers in ability to cover phones arise
• Meets productivity metrics set by the department

Customer Service

• Provides excellent customer service as it relates to explaining patient statements and collecting patient payments.
• Works with families to negotiate prompt payment.
• Demonstrates consideration of patient's and/or customer's needs and feelings at all times.
• Consistently explains financial assistance options and offers payment plan options; set's patients/families up on recurring monthly payment plans
• Timely response to internal and external customer questions, concerns and feedback.

Self-Pay Collections

• Ensures patient statements are released monthly
• Ensures accurate patient billing by reviewing the balance and insurance processing prior to attempting to collect; escalates back to billing team for review if patient balance appears inaccurate
• Makes outbound calls to patients/families to collect payment on outstanding self-pay balances
• Consistently offers financial assistance and payment plan options
• Takes one-time payments and/or set's families up on monthly payment plans
• Refers delinquent accounts for collection agency placement
• Assists with monthly reconciliation with accounts placed with collection agency by monitoring patient accounts with agency reports

Technology, Policies and Procedures

• Demonstrates competency in organizational systems including: Cerner Revenue Cycle, Change Healthcare, eDOCS, online resources and other relevant technology
• Adheres to all organization and department policies, guidelines, and workflows to eliminate errors in practice
• Adheres to organization and department attendance policy
• Independently completes annual training as assigned
• Completes self-assessment timely and with contributing comments
• Completes 80% of peer feedback for direct peers

Personal Improvement

• Actively performs self-assessment, receives feedback, adapts behavior, and contributes to growth
• Recognizes own strengths and weaknesses
• Participates in activities that promote professional growth and quality improvement
• Uses input to adjust behavior and practices

Process Improvement

• Takes initiative to seek out clarification from the appropriate individual when unclear
• Identifies breakdown in process impacting statement delays, collections process/or account resolution that impacts revenue recovery
• Communicating challenges and opportunities to leadership

Education

• Demonstrates ongoing proficiency in work
• Regular participation in ongoing training and education relative to role
• Shares knowledge with peers (i.e. mentor, educators, analysts department training initiatives)

Communication

• Consistently interacts with others in a professional manner: respectful, positive, and open verbal and non-verbal communication
• Responsive when called upon and flexible/accepting of new assignments or work

Goals

• Identifies meaningful goals towards personal and professional growth and enters goals as directed by organization
• Demonstrates progress towards or completion of existing goals by due dates

Change Management

• Adapts to varying staffing and work assignment needs
• Asks clarifying questions when something is not understood
• Seeks out information from reliable sources
• Demonstrates openness to organization and department changes

Critical Thinking

• Takes ownership of patient experience by ensuring patient questions/concerns are addressed completely and appropriately and escalated as needed. Ensures accurate patient billing
• Demonstrates critical thinking with hand-offs. Know who, when and how
• Uses appropriate communication modalities for the situation at hand - in person, email, Teams, etc.
• Closes the loops, follows through on situations and tasks

Recognition & Teamwork

• Actively engaged in work and team
• Treats others with respect and dignity
• Recognizes and respects role and contributions of peers
• Acknowledges and celebrates workplace success and achievements
• Displays ownership in the success of the department and organization by supporting the good ideas of others
• Works toward a common purpose
• Collaborates with others to work toward the common good while keeping individual needs and priorities in context

Qualifications:

Required

• High School Diploma/ GED
• 1 -3 years' experience in customer service, administrative or healthcare setting

Preferred

• Advanced education (Associate or Bachelors)
• Healthcare collections experience that includes exposure to payer requirements and/or collection regulations

Knowledge, Skills and Abilities

• Demonstrated strength in customer service, organization, attention to detail and the ability to create a positive patient experience
• Demonstrated ability to actively listen and communicate clearly with diverse patient population and posses conflict resolution skills
• Demonstrated ability to utilize resources and critical thinking to resolve patient/family needs while effectively communicating with internal and external customers/departments
• Strong computer aptitude including knowledge of Microsoft Office (Word, Excel, Outlook)
• Basic knowledge and understanding of insurance carriers and ability to read EOB's
• Excellent time management skills

At Gillette Children's, we foster a culture where every team member feels a sense of belonging and purpose. We are dedicated to building an environment where all feel welcomed, respected, and supported. Our values are embedded at the heart of our culture. We act first from love, embrace the bigger picture, and work side-by-side with our patients, families, and colleagues to help every child create their own story. Together, we work to ensure patients of all backgrounds and abilities reach their full potential.

Gillette Children's is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individual's race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.

Gillette Children's is a global beacon of care for patients with brain, bone and movement conditions that start in childhood. Our research, treatment and supportive technologies enable every child to lead a full life defined by their dreams, not their diagnoses.

To learn more about working at Gillette Children's, please visit

Gillette Children's participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit for further details regarding e-verify.

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