Patient Accounts Rep - Phones

Tanner Clinic has two immediate openings for our Patient Accounts Rep role.

Location: Kaysville, UT

Hours: Fulltime; 30 - 40 hours per week

• 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.

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:

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

Skills:

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

Abilities:

• Ability to enter accurately data and examine insurance documents.
• Ability to deal courteously with patients, staff, and others.
• Ability to communicate effectively with patients, staff, and external contacts via phone, in person, and through well-written reports.
• Ability to demonstrate leadership within medical practice to resolve immediate and long-term patient concerns.
• 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.