Patient Experience Representative - Emergency Services - Full Time

Position Summary:

Concentrates on the customer service needs of Guthrie Clinic patients and collection of patients' outstanding balances. Guthrie Clinic accounts through the Department Appointments Report, via telephone, face‐to‐face contact and correspondence. Addresses inquiries and requests posed by patients and guarantors in a responsive and informative manner. Guides patients to establish a means of meeting their financial obligations in a manner which protects the financial standing of the Clinic. This position requires the ability to be self‐motivated, flexible, punctual, detail oriented, have good time management skills, and have excellent communication skills.

Education, License & Cert:

High School Grad or Equivalent required.

Experience:

Computer skills, customer service proficiency, general knowledge of the healthcare industry, accounting, and collection knowledge and billing procedures preferred.

Essential Functions:

1. Effectively communicates in a clear, concise, and respectful manner while projecting a positive public image on behalf of the organization while providing options for resources for patient payment:

a. Accepts and responds to incoming patient contact to discuss patients' accounts, answer patients' inquiries and reviews alternative methods of payment.

b. Works with patients who are considered financial risks before their appointment.

c. Reviews delinquent time payment arrangements and follows up with patients to determine what action must be taken.

2. Monitors, reviews, and follows up on delinquent accounts to ascertain such data as previously billed and collection action taken, status and extent of insurance coverage, and the number of payments delinquent.

3. Informs and explains account and statement balances and resulting financial obligations to patients while ensuring understanding and works to obtain payment from patient via credit card, check, or cash.

4. Reviews third party payment denials as requested by the patient and researches and provides additional information to insurance company for payment reviews on behalf of the patient. Updates patient demographic and insurance information and follows through on any filing of insurance information, as needed. Rebills patients' insurance as deemed appropriate.

5. Assesses patients' financial ability to pay outstanding balances through account research, discussions with the patient and use of Guthrie Clinic's fee reduction process. Discusses standard payment options with the patient and makes new financial arrangements according to Guthrie Clinic policy guidelines.

6. Researches appropriateness of administrative write‐offs and gathers supporting documentation and submits administrative write‐off recommendations to Director/or Designee for approval, as appropriate.

7. Submits small balance write‐offs to authorized personnel in the Business Office for processing, as appropriate.

8. Educates, trains, and monitors PSS on pre‐visit collections and pre‐registration work queues.

9. Works with PSS managerial partners to implement improvement plans. 10. Assists with and completes other projects or duties as needed.

Other Duties:

1. Performs other duties as assigned.

Patient Contact:

Provides direct care to patients of all ages and interacts with family member when needed.

Working Conditions:

Normal office environment. Artificially well-lighted, well ventilated area.

Mental Demands:

Routine duties requiring judgement in priorities and decisions with defined problems.

Good concentration, ability to interact with all age, social and economic levels.

Semi-routine duties with a variety of difficulty under general supervision and guidelines.

Quality Statement:

Caregivers must be active participants in quality improvement processes: 1. Identifying areas where quality improvement processes can be applied. 2. Collecting & organizing quality measurement data. 3. Participating on Quality Teams

Job Hazards:

Occasional exposure to hazards that could cause minor injury (first aid-type) or illness.

Degrees:

High School Grad or Equivalent

Internal Contacts:

Daily contact with clients at all levels, including managers and employees.

Physical Demands:

Hand dexterity required.

Occasionally required to push, move, and/or lift 100 pounds.

Concentration, writing legibly, prolonged sitting, walking, bending, and using the phone.

Considerable walking, standing, bending, reaching, pushing, pulling, lifting and sitting.

The pay range for this position is $18.53 - $28.92/hour

Salary : $19 - $29