Patient Account Representative - Customer Service Call Center

Department: AR Services, a Division of Healthcare Management

Reports To: Revenue Cycle Manager
Status: Hourly/Non-Exempt 
Supervisory Role: None

Pay Range: $14.42 - $16.74 per hour, Plus monthly bonus opportunity (averaging $160 - $360 per month with additional opportunity based on key performance indicators). 

Location: Grand Junction, CO In-Office

Hours: M-Th 8:00 – 5:00 pm; Fri 8:00 – 4:00 pm (40 hours per week)

Benefits include: Medical, Dental, Vision, 401k with 5% Company Match, FSA, Paid Hours Off, Paid Holidays, Group Discounts, Life & LTD, EAP. 

Posting Will Remain Open Until Filled 

We don’t fill positions, we hire individuals…

Our culture is important and ensuring we have the right staff is critical. We encourage employee growth, provide learning opportunities, and often promote from within. Are you dependable, empathetic, and have an excellent work ethic? If so, you might be a good fit for us! 

About Healthcare Management

Healthcare Management (HCM) was formed in 1992 by a group of rural hospitals and healthcare organizations. This innovative and collaborative group of providers sought to take control of their bad debt collections and improve how accounts were collected in their communities. Their first step was to purchase A-1 Collection Agency and subsequently formed AR Services in 2001 to provide extended business office services. Today HCM is owned and governed by 20 rural hospitals and healthcare organizations in Colorado and Utah and provides services to over 150 clients.

As a Patient Account Representative, you will:

• Use your passion for helping others to provide outstanding customer service;
• Help patients and their families understand their medical bills;
• Collaborate with patients to resolve their account balance;
• Negotiate affordable payment plans or settlements;
• Contribute to your team’s success with consistent attendance, attention to detail and accurate documentation, and collaborative engagement.

Work Environment:

This is a call center. You will receive incoming calls from, and make outgoing calls to, patients regarding their medical accounts and outstanding invoices. Help patients understand their medical bill, and resolve their account by taking payment, arranging payment plan, or providing additional resources.

Essential Responsibilities:

• Engage with patients via phone with a compassionate approach to resolve any outstanding account balances, ensuring their satisfaction through exemplary customer service, leveraging provided tools like scripts, computer systems, and continuous training.
• Utilize exceptional listening, oral, and written communication skills to clarify billing details, address inquiries regarding patient accounts and the billing procedure, and aid patients in understanding their Explanation of Benefits (EOB).
• Navigate seamlessly across various software platforms and monitors concurrently, leveraging computer proficiency, while maintaining the security of usernames and passwords.
• Demonstrate meticulous attention to detail by documenting all interactions and subsequent follow-ups, updating patient records as necessary, including acquiring additional insurance information, and facilitating payment plans or medical financing arrangements.
• Strive to meet or surpass Key Performance Indicators (KPIs), departmental objectives, and personal targets.
• Foster a supportive team environment by consistently maintaining attendance, displaying a strong work ethic, and exhibiting a collaborative team spirit to assist colleagues. 
  
  

Knowledge, Skills, and Requirements

Education/Experience

High school diploma or general education degree (GED); or six months to one-year related experience and/or training; or equivalent combination of education and experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Have knowledge of database software, internet software, spreadsheet software and word processing software.
• Use good listening skills.
• Speak and write clearly in all situations.
• Responds promptly to customer needs.
• Resolves problems in a timely manner.
• Stay calm and respectful when managing difficult situations.
• Use empathy when managing emotional customer situations.
• Balance team and individual goals.
• Demonstrates persistence to overcomes obstacles.
• Prioritize and plan work activities, using time efficiently.
• Demonstrates accuracy and thoroughness.
• Adapts to change in the work environment and manages competing demands.
• Takes responsibility for own actions.
• Ability to adapted to company culture.

Job Type: Full-Time

Benefits:

• Medical
• Dental
• Vision
• 401k with 5% Company Match
• FSA
• Paid Hours Off
• Paid Holidays
• Group Discounts
• Life & LTD
• EAP 

Schedule: M-Th 8:00 – 5:00 pm; Fri 8:00 – 4:00 pm (40 hours per week)

Our Employee Values

Built around collaboration we…

• Exist to serve our rural communities and commit our talent to ensure their success.
• Find solutions and create innovative ways to adapt to dramatic changes in the healthcare system.
• Foster individual growth and professional development in a team environment.
• Respectfully challenge perceptions and norms, actively listen to each other, and create a sense of belonging.
• Laugh and cry together.
• Feel safe to express our thoughts and ideas in a comfortable and secure workspace.

We each pledge to…

• Actively listen, be honest, maintain confidence, listen to different perceptions, and be respectful when disagreeing.
• Acknowledge that no one is perfect, human errors are opportunists, not for shame or guilt, but for forgiveness and growth.
• Remember our collective ambition and efforts strengthen our environment and our value to our members and customers.
• Report anything that might jeopardize workplace safety.
• Ask for your opinion and affirm your contributions to our conversation.
• Commit to my own growth and professional development.
• Support the growth of my team.
• Share my learning and knowledge with others.
• Approach my work as if looking through the lens of a rural community.
• Be a good steward of resources by showing up, participating, and following through with my commitments.

Salary : $14 - $17