Patient Accounts Representative-Team Leader Urgent Care Centers

Job Summary 

Answers all calls from patients and outside sources. Provides efficient, courteous service to callers. 

Essential Functions

 • Accepts all incoming calls and other inquiries for Central Business Office. Handles concerns, problems, answers questions, and researches issues. 

• Refers issues that are beyond the scope of the department to the department best suited to handle the problem/questions via appropriate referral form. 

• Meets and maintains productivity measures and quality assurance goals as established by the department. 

• Documents all actions taken on each account. 

• Updates and/or makes appropriate changes to insurance screens, demographic information, statement control screens, etc. 

• Initiates monthly payment contract on accounts up to $1,000 for patients who meet guidelines.

 • Maintains communication with collection agencies, administrative support, and cash management regarding activity on patients’ accounts as needed. 

• Processes and returns patient voicemails within 24 hours of receipt. 

• Resubmits accounts or combines accounts when appropriate. 

• Performs all clerical functions required to handle a request to completion. Interacts with other departments, physicians’ offices, insurance companies, and attorneys’ offices to resolve issues. 

• Informs supervisor of problems and recommends solutions. Makes supervisor aware of errors within/outside of Central Business Office to alert management of inter-departmental or departmental needs to change/revise. 

Education, Training, and Experience 

High school education required, college preferred. Previous customer service experience required. Previous experience related to billing and collection of third party payors and/or state agencies preferred. 

Other Job Requirements, Licenses, Certifications Must have minimum typing speed of 45 WPM. Ability to communicate effectively withal socio-economic levels, both verbally and in writing