Patient Account Representative

Position Summary: The Patient Account Representative is responsible for providing effective customer service for all internal and external customers by using excellent in-depth knowledge of the patients outstanding balance, resolving patient issues and billing questions as well as communicating effectively with team members within the Collections Department. Essential Duties & Responsibilities: Ensure delivery of excellent customer service through communication and coordinating with team or other departments to resolve issues. Handle incoming calls from patients with questions regarding their statement, EOBs and/or services received at Altus facilities; process patient refunds, review account adjustments. Conduct incoming and outgoing Tier One collection calls to check on claim status and render payment from insurance companies, patients, vendors and responsible parties. Conduct routine audits on medical records process to ensure compliance rules are met. Ensure that all accounts are worked timely and documentation is kept up to date. Negotiate payment plans according to specified guidelines. Field complaints about facility/clinical care, standards as well as HIPAA, red flag rules, and other problems that patients may have, record complaints and forward to appropriate manager. Follow up with patients to ensure that appropriate changes were made to resolve customers’ complaints or issues. Monitor and run daily and monthly reports on assigned facilities to ensure balance is due to patient’s in‑network Emergency Room benefits and update account status. Complete patient, physician, and any other medical records requests. Perform other duties as assigned. Safety/Infection Control: Demonstrate knowledge of and adhere to regulations and Emergency Center policies and procedures pertaining to safety, emergency preparedness, infection control, OSHA, fire safety and hazardous materials. Performance Improvement: Participate in performance improvement activities as necessary. Customer Service: Maintain confidentiality of patient related issues and adherence to all HIPAA rules and regulations. Demonstrate effective interpersonal skills. Treat all patients, visitors, and staff members fairly and with respect. Utilize effective communication methods and skills. Explain all procedures, treatments, and care while remaining aware of language barriers. Able to perform care in a non‑judgmental manner and recognize discrepancies between patient and personal beliefs. Emergency Center Policy: Ensure personal appearance is business casual and professional at all times. Wearing Emergency Center identification badge at all times, visible above waistline. Attend all required meetings and in‑service education. Remain flexible in staffing patterns and resolve staffing conflicts; participate in temporary assignments. Compliance with attendance standards. Show flexibility when changes in assignments are necessary. Qualifications: Education & Experience: High school diploma required. 3-4 years of customer service experience a must. 1-2 years experience in medical billing. 1-2 years of experience in medical insurance collections. Excellent communication skills with internal and external clients. Language / Math / Reasoning Ability: Ability to read and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and general public. Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees. Ability to present information and respond to questions from larger groups of managers, clients, customers, and the general public. Ability to add and subtract two‑digit numbers and multiply and divide with 10’s and 100’s. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; shape problems involving several concrete variables in standardized situations. Ability to perform these operations using units of American money and weight measurement, volume, and distance. Computer Skills: Intermediate computer skills. Certificate / Licenses: None. Competencies: Professional Maturity: Ability to separate emotional feelings from the real issues at hand. Responsibility: Ability to accept choices and results they have led to. Communication: Ability to write and speak effectively; actively listen and give feedback. Flexibility: Demonstrate responsiveness and adaptability following change initiatives. Intelligence: Understand information and apply new knowledge. Energetic: Exhibits high levels of energy and enthusiasm. Organized: Efficiently structure tasks to be accomplished. Computer Savvy: Ability to use technology efficiently and effectively. Customer Service: Ability to enhance customer satisfaction. Job Knowledge / Technical Knowledge: Knowledgeable of current role and technical systems and their impact on the organization. Integrity and Respect: Demonstrates utmost level of integrity. Interpersonal Communication: Writes and speaks effectively based on psychological, relational, situational, environmental, and cultural dynamics. Collaboration and Partnership: Encourages participation from team members. Manages Change: Demonstrates flexibility with changing environments. Problem Solving: Resolve issues in a timely manner. Attention to Detail: Follows procedures to ensure data entry quality. Organization: Uses time efficiently by prioritizing and planning work activities. Judgment: Ability to make independent decisions. Teamwork: Works with others to accomplish objectives and supports decisions. Quality: Sets high standards to ensure quality in work performed. Accountability: Takes responsibility for adhering to all company policies, procedures, and performance expectations. Physical Demands: Adequate vision, hearing, and repetitive motion. Light physical activity performing non‑strenuous daily administration tasks. Ascending or descending stairs, ramps, and similar duties using feet and hands. Substantial wrist, hand, and finger movements in a repetitive manner. Bending legs downward and forward by bending leg and spine. Work Environment: Well‑lighted, heated and/or air‑conditioned indoor office setting with adequate ventilation. #J-18808-Ljbffr ACH EMPLOYMENT SERVICES LLC