Patient Account Specialist

It’s the people that make the difference. Are you ready to make your impact?
Midwest Orthopaedics at Rush is nationally recognized as a leader in comprehensive orthopedic services. The Orthopedic Program at Rush University Medical Center is ranked Top 10 in Orthopedics by U.S. News & World Report.Founded in 2003, MOR is comprised of internationally-renowned Orthopedic and Spine surgeons who pioneer the latest advances in technology and surgical techniques to improve the lives and activity levels of patients around the world. MOR doctors are the official team physicians for the Chicago White Sox, Chicago Bulls, Chicago Fire Soccer Club and DePaul University Athletics.

Ready to join in?We are looking for a full-time Patient Account Specialist to join our team. The Patient Account Specialist is responsible for providing quality and efficient customer service to MOR patients and physicians. The Specialist estimates patient co-insurances and deductibles and contacts patients prior to surgery to collect balances. The Specialist works directly with patients to collect patient balances, respond to patient statement or itemized bill inquiries, and liaisons with the collection’s agency for appropriate handling of transferred patient balances. This is a full-time and remote position, candidate will need to have flexibility to travel to the corporate office in Westchester, IL as needed for training, meetings, etc.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Runs self-pay and pre-surgical reports and prioritizes accounts to collect based on surgical appointment date, physician, and estimated balance. Contacts patients via phone, email, and mail to explain patient’s benefit amounts that are collected prior to surgical appointments.
• Utilizes system software to estimate patient co-insurance and deductibles based on patient insurance information entered into the practice management system.
• Follows up on open patient balances post-surgery or post claims submission to collect outstanding amounts due. Responds to patient inquiries regarding clarification of balances.
• Collects patient balances via credit card, posts payment to patient’s account, and sends updated statement or payment receipt to patient.
• Works with patients to establish payment plans. Effectively communicates payment plan terms with patients.
• Provides direct customer support by responding to patients who need assistance via phone, email, or mail. Answers phone calls or emails from patients timely in response to patient statement or balance inquiries.
• Responds to physician or practice inquiries regarding self-pay balances or balances transferred to collections. Acts as liaison with collection agency to transfer or close patient balances. Sends updated statements or patient letters to confirm account status.
• Reviews dunning levels and patient outstanding balances. Identifies delinquent accounts and ensures accounts transferred to bad debt are appropriate amounts based on internal protocols. Contacts agency to discuss patient balances or close patient balances as appropriate.
• Coordinates with insurance payors to resolve patient payment and reimbursement discrepancies. Provides timely feedback to patients and clarification of patient balances.
• Responds to patient inquiries regarding overpayments and initiates patient refunds per internal protocols
• Provides coverage as needed for all functions of the Customer Service Team.
• Documents all activities in the practice management system.
• Ensures performance is within productivity and quality standards.
• All other duties as assigned

Education and/or Experience

• High school diploma: Associate or Bachelor’s degree preferred.
• Two - three years’ experience in a customer service support center within a medical group, hospital, or in practice operations interacting with patients and collecting outstanding patient balances
• Customer service aptitude with strong communication and effective interpersonal skills
• Detail-oriented with ability to recognize account errors, underpayments, overpayments and past-due accounts
• Ability to apply critical thinking and problem solving to assess situations, identify root cause of patient complaints, and determine timely resolutions
• Expertise with CMS claim forms, insurance explanation of benefits, and deductibles/co-insurance
• Ability to interpret insurance explanation of benefits and communicate information clearly to patients
• Microsoft Office – Word, Excel, Power Point, and Outlook
• Practice Management Systems – Athena preferred

What’s in it for you? MOR offers their employees a comprehensive compensation and benefits package.

Pay Range: $21- $25 per hour. Compensation at MOR is determined by many factors, which may include but are not limited to, job-related skills and level of experience, education, certifications, geographic location, market data and internal equity. Base pay is only a portion of the total rewards package.

• Medical, Dental and Vision Insurance.
• Paid Time Off and Paid Holidays.
• Company-paid life and long-term disability insurance.
• Voluntary life, AD&D, and short-term disability insurance.
• Critical Illness and Accident Insurance.
• 401(k) Savings Plan.
• 401(k) Employer Contribution.
• Pet Insurance.
• Commuter Benefits.
• Employee Assistance Program (EAP).
• Tax-Advantaged Accounts (FSA, HSA, Dependent Care FSA).
• HSA Employer Contribution (when enrolled in a HDHP).
• Tuition Reimbursement.
• Eligible for quaterly bonus. 
• Excellent working relationship with prestigious group of physicians in Orthopedics in the US and #1 in Illinois and Indiana. 

Our employees make the difference in our patients’ lives, and we value their contributions. Midwest Orthopaedics at Rush offers a comprehensive compensation and benefits package and an opportunity to grow and develop your career with an industry leader.  Come see what we’re all about. 

Salary : $21 - $25