Patient Account Representative

Job Summary: The Patient Account Representative is responsible for providing patients with accurate cost estimates for clinic visits, surgeries, anesthesia, durable medical equipment (DME), and radiology services. This role involves discussing Explanation of Benefits (EOBs) with patients, resolving billing inquiries, preparing charts for collections of past-due balances, and ensuring a high level of patient satisfaction through effective communication and support.

Key Responsibilities:

1. Cost Estimates:

   • Provide patients with detailed and accurate cost estimates for clinic visits, surgical procedures, anesthesia services, DME, and radiology based on insurance coverage and clinical information.
   • Utilize billing systems and insurance information to calculate and communicate patient financial responsibilities.

2. Explanation of Benefits (EOB) Discussion:

   • Review and explain EOBs to patients, clarifying coverage details, patient liabilities, and any discrepancies between billed charges and insurance payments.
   • Assist patients in understanding their benefits, copayments, deductibles, and any out-of-pocket costs.

3. Billing Inquiries and Issue Resolution:

   • Address patient billing inquiries, resolve discrepancies, and provide support related to charges, payments, and insurance coverage.
   • Collaborate with the billing department and insurance companies to resolve issues and ensure accurate account information.

4. Chart Preparation for Collections:

   • Prepare and organize charts for accounts with past-due balances, ensuring accurate documentation and details are ready for the collections process.
   • Work with collaborating departments to follow up on overdue accounts and provide necessary information to facilitate collections.

5. Patient Interaction and Satisfaction:

   • Maintain a high level of patient satisfaction by delivering exceptional customer service and addressing patient concerns with empathy and professionalism.
   • Ensure all interactions are handled efficiently and effectively, aiming to exceed patient expectations.

6. Documentation and Record Keeping:

   • Document all patient interactions, inquiries, and resolutions accurately in the system to maintain complete and up-to-date records.
   • Track and follow up on unresolved issues and past-due balances to ensure timely resolution and patient satisfaction.

7. Compliance and Confidentiality:

   • Adhere to all privacy regulations and confidentiality standards when handling patient information and discussing sensitive financial details.
   • Ensure compliance with all relevant healthcare regulations and billing practices.

Qualifications:

• Education: High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Business, or a related field preferred.
• Experience: Previous experience in a call center or healthcare billing environment is preferred. Familiarity with medical terminology, insurance processes, and patient billing is a plus.
• Skills:
  • Strong communication skills with the ability to explain complex financial information clearly and effectively.
  • Excellent problem-solving abilities and attention to detail.
  • High level of empathy and commitment to patient satisfaction.
  • Proficiency in using billing software and electronic health record (EHR) systems.
  • Ability to manage multiple tasks and prioritize effectively.

Working Conditions:

• Environment: Call center setting within the clinic or hybrid, as applicable.
• Hours: Full-time position, typically Monday to Friday with standard office hours.

Additional Information:

• Hybrid Work Opportunity: After successfully completing six months of employment and meeting performance expectations, there is potential for a hybrid work arrangement, combining remote work with in-office responsibilities.
• Training and Development: Comprehensive training will be provided to ensure proficiency in handling cost estimates, EOBs, patient interactions, refunds and collections.
• Career Advancement: Opportunities for professional development and career growth within the organization.

The Patient Account Representative will play a crucial role in ensuring patients are well-informed about their financial responsibilities, assisting with collections of past-due balances, and delivering excellent service throughout their interactions with the clinic. This role requires strong interpersonal skills, attention to detail, and a dedication to improving patient satisfaction.

Salary : $17