Patient Financial Services Representative

Job Description Summary

Patient Financial Services Representatives are responsible for ensuring the financial aspect of the patient’s healthcare is handled efficiently and professionally. You will utilize the Epic Billing System to prepare, submit and follow up on compliant Hospital and Physician insurance claims to ensure payment. Communicate with insurance companies to resolve any claim denials or discrepancies. Work Schedule: Monday through Friday, 8:00am - 4:30pm. This position has a hybrid option after 90 days.

Job Description

Job Responsibilities:

Maintains up to date knowledge of all Federal, State and Insurance specific billing regulations, policies, procedures and code sets.

• Notifies manager of any changes that would affect claim submission

• Protect patient privacy and confidentiality in accordance with HIPAA regulations

• Maintain compliance with federal, state, payer, and organizational billing regulations.

• Monitor payer policy updates and communicate changes that may impact billing, collections, denials, or reimbursement processes.

Evaluates daily claim file using Claim Edit and Charge Review Work queues for submission of UB-04 and 1500 claim forms.

• Initiate claim corrections as defined payer regulation and hospital policy.

• Works external claim edits from Clearinghouse and resubmits claims through EPIC

Initiate collection of aged accounts receivable through Epic work queues while prioritizing accounts based on organizational goals and aging criteria. 

• Unresolved and incomplete accounts require insurance company contact by phone, e-mail or designated web site to resolve outstanding balances.

• Collaborate with denial management staff for accounts that require clinical intervention for an appeal process.

• Collaborate with clinical departments, patient access and other departments are needed to resolve account issues.

• Generate technical appeals as needed for account resolution.

• Provide to manager a detail account history for any account that is considered uncollectable.

• Document all actions taken within the EPIC account notes section and/or follow up/denial activities note section. Documentation is required at least every 30 days for all accounts requiring follow-up.

• Escalates payer related issues to Provider Representative for resolution and participate in monthly meetings.

• Must maintain defined quality and productivity measures. 

• Evaluate current processes, identify denial or payment trends and escalate to Management. 

• Handle payer 277 rejections and resubmit through EPIC system.

• Reconcile account balances and ensure appropriate adjustments are applied according to established policies.

Review credits work queues for resolution of overpayments and undistributed payments.

• Review credit balances in assigned work queues and request refunds or payer retraction as needed.

Communicate with patients as needed for additional insurance or other information needed in order to process a claim.

• Generate phone calls or letters as needed to obtain necessary insurance or other related information, prior to an account being placed in self-pay.

• Obtain proper verification of predefined patient demographic information and maintain documentation in order to verify identity.

Embraces technological solutions to work processes and practices.
Uses the Mytime payroll system to enter time worked, sick days, vacations and holidays.

• Uses Epic functionality 

• Uses MS Outlook as a communication tool

• Access provider web sites for verification of accounts.

• Access SharePoint and OneDrive for stored files.

Fosters a “Culture of Safety” through personal ownership and commitment to a safe environment.

• Successfully answers safety questions in the annual mandatory education packet.

• Maintains a neat, organized work environment.

• Adheres to respiratory etiquette guidelines. 

Assist with identifying workflow improvements to enhance operational efficiency.

• Assist leadership with special projects, audits, and process improvement initiatives.

Other duties as assigned by Managements in accordance with department needs. 

Technology and Learning

• Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization.

• Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

• Complete necessary training sessions required for the Billing System and assigned accounts within Follow Up and Denial work queues.

Job Requirements:
Minimum Education
High school graduate or above preferred
Minimum Work Experience

• 2 years of hospital and/or physicians billing preferred

Required Skills, Knowledge and Abilities:

• Knowledge of healthcare billing, insurance plans, codes, and reimbursement methodologies

• Proficiency in data entry and basic computer skills, including Microsoft Office Suite. 

• Excellent organizational and multitasking skills

• Strong interpersonal and communication skills

• Strong analytical and independent decision-making skills 

• Hybrid or remote work options may be available