Patient Account Representative

Facility: WAB - Wellstar Administrative Building

Job Summary:


The Patient Account Representative under the direction of the Financial Assistance Supervisor is responsible for communicating with patients regarding WellStar's Financial Assistance Program. The Patient Account Representative will manage and process Financial Assistance applications, respond to patient inquiries regarding account balances and patient' s financial responsibility. The Patient Account Representative maintain current knowledge of insurance coverage..

Core Responsibilities and Essential Functions:

Customer Focus and Communication
- Works with a team to assist in the functions necessary to provide a positive patient experience with WellStars Financial Assistance Program.
- Responsible for ensuring customer satisfaction and performance expectations are met.
- Collaborates with the team to understand and deliver customer's needs and expectations.
- Educate guarantors about their financial responsibility (payment options) for the services rendered by Wellstar before/after Financial Assistances.
- Assist guarantor by determining and initiating the appropriate action plan to resolve account balances as it relates to Financial Assistance.
- Provide the customers with accurate information about financial assistance policies and processes.
- Provide customers a mailed copy of the Financial Assistance Program application or direct patient to the online version.
- Understands and adheres to all policies and procedures, as well as local, state, and federal regulations relevant to Uncompensated Charity Care. Financial
- Evaluates documentation to approve or deny Financial Assistance applications for compliance to Wellstar policies.
- Analyzes and assesses tax returns, income verifications, bank statements, living expenses, etc. to assist with a Financial Assistance decision.
- Contacts customers to obtain required verifications and other financial documentation to evaluate for WellStars Charity Care.
- Apply Charity Discounts to accounts per WellStars Financial Assistance policy.
- Documents all communication appropriately for every account level interaction.
- Responds timely and accurately to follow up items that are assigned. Quality/ Safety
- Escalate calls as requested to the Financial Assistance Supervisor, after attempting to assist the customer.
- Initiates and prepares follow up contact with guarantor and or customer, as necessary.
- Informs leadership of any operational issues impacting workflow or patient satisfaction promptly (e.g., technology issues or any issue that does not allow the job function to be performed).
- Complete special projects as requested General
- Demonstrate a commitment to achieving personal, department, and organizational goals. Strives to consistently deliver quality service to our customer while not cutting on the quality of performance and is accountable for job performance.
- Assists in training of new staff members.

Required Minimum Education:

High School graduate Required or
equivalent. Required

Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

• Certified Revenue Cycle Rep

Additional License(s) and Certification(s):



Required Minimum Experience:

Minimum 2 years experience in a hospital, physicians office, or related healthcare office environment Required or
Minimum 2 years in healthcare account management with revenue cycle experience. Required

Required Minimum Skills:

Basic knowledge of medical terminology
Basic experience and knowledge of PC applications (Word & Excel)
Detailed-oriented, good organizational skills, and ability to be self-directed
Strong time management skills, managing multiple priorities and a heavy workload in a high stress atmosphere
Flexibility to perform other tasks as needed in an active work environment with changing work needs
High-level problem solving, analytical, and investigational skills
Excellent communication skills to include oral and written comprehension and expression
Ability to:
Learn quickly and meet continuous timelines
Exhibit behaviors consistent with principles of excellent service
Demonstrate and maintain competency as required for job title and the unit/area(s) of assignment
Exhibit behaviors consistent with standards of performance improvement and organizational values (e.g., efficiency and financial responsibility, safety, partnership & service, teamwork, compassion, integrity, and trust & respect)