Patient Account Representative

General Duties and Responsibilities:

• Demonstrates superior customer services skills, including but not limited to:
• Interacts with all internal and external customers in a caring and respectful manner.
• Answers telephone, responds to messages/inquiries and routes calls in a timely and polite manner.
• Communicates with patients and their families in a courteous, professional, cooperative and mature manner both in-person and over the telephone.
  
• Accepts patient payments at time of registration and/or at check-out, and provides receipt.
• Posts payments and makes adjustments to patient accounts in the computer system.
• Maintains security of cash drawer at all times.
• Balances and reconciles all money collected daily.
• Makes referral to Financial Counselor for counseling and payment plan, as appropriate.
• Gives patient Medicaid Application if patient's income suggests that they may be eligible.
• Makes referral to Resource Specialist for assistance, as appropriate.
• Responds to patient requests for sliding fee applications, by appointment or walk-ins.
• Counsels patients on correct completion of sliding fee application and supplementary documents needed.
• Reviews completed sliding fee applications prior to submission to PAR II for eligibility determination, making sure the application is complete and that all documents have been provided.
• Enters and updates patient demographic and financial information into computer system with a high rate of accuracy.
• Researches bad addresses to obtain a good address for returned mail.
• Scans relevant patient information into the Practice Management System.
• Rotates between workstations assigned to PARs.
• Assists patients with questions as appropriate, or refers to appropriate person for assistance.
• Participates in orientation/training of new team members as requested by supervisor.
• Assists in providing process improvement reports for improving quality of patient care.
• Cross-trains and works in other areas, as applicable.
• Performs other duties as assigned.

Front Desk-Specific Duties and Responsibilities (as applicable):

• Explains, provides, and collects medical release forms for patients.
• Escorts visitors to the clinical area as needed.
• Collects patient forms, documents, and assigns to correct designation.
• Collects lab specimens and transports them to the lab.
• Explains and distributes IPAD to the patients while entering the appropriate information in the EMR.
• Checks in and registers all pre-registered patients.
• Refers patients to the scheduling and medication refill lines. Creates patient cases for refills or notifies clinical staff as needed.
• Distributes patient appointment cards.
• Creates new patient charts in the EMR.
• Distributes new patient welcome packets.
• Schedules appointments for nurse visits.
• Opening and closing duties such as working after hours to escort patients to the door and lock/unlock the door.
• Communicates with staff to assist patients with their needs.

Department-Specific Duties and Responsibilities (as applicable):

• Obtains authorization and submits paperwork for Best Chance and Wise Woman as appropriate.
• Obtains authorizations for surgeries, procedures and OB visits
• Initiates Global letters for maternity

Qualifications:

Education/Experience:

High School Diploma or equivalent required. One to two (1-2) years previous medical office or related experience preferred.

Knowledge, Skills and Abilities:

• Positive Attitude
• Excellent verbal communication and listening skills
• Excellent telephone etiquette
• Excellent computer and typing skills required
• Ability to establish rapport and deal tactfully with persons from varied racial, ethnic, cultural and/or economic backgrounds
• Ability to maintain confidentiality of patient information
• Ability to respond quickly and appropriately to questions and requests
• Ability to remain calm and professional in stressful or emergency situations
• Computer proficiency in Windows operation system (Microsoft Outlook, Word and Excel)
• Ability to learn and correctly use Electronic Medical Record software program.
• Proficiency in data entry with a high level of accuracy
• Strong math skills
• Ability to understand and follow policy and procedure related to discount programs and payment plans
• Ability to accurately communicate to patients for which discount programs or payments plans they qualify
• Understanding and proficiency of insurance verification process, including pre-authorizations
• Understanding and practical application of insurance benefits (deductible, out of pocket, benefit exclusions, etc.)
• Ability to politely and clearly explain payment requirements to patients.
• Ability to explain required forms and procedures to properly prepare patients for appointment
• Strong organizational and follow-up skills
• High attention to detail
• Ability to handle a variety of tasks ensuring completion with minimal supervision