Patient Account Representative - Customer Service

- Minimum high school graduate or equivalent required. Associates or Bachelor’s degree from accredited institution is preferred.
- Minimum of two years experience in healthcare billing and/or business office setting, preferably in hospital billing.
- Must be able to communicate with patients effectively while maintaining customer service expectations.
- Preferred experience in Epic EMR systems.
- General PC knowledge in business setting is required.
- Must have good oral and written communication skills.

- Bilingual preferred

CUSTOMER SERVICE  
- Manage 40/60 inbound/outbound calls daily for patients and guarantors with a complete account review.
- Respond to correspondence received including requests for information, updates, claim processing, etc, within 24 hours of receipt.
- Work with 3rd party affiliates to review accounts and obtain account resolution.
- Ensure patient knowledge of collection stream that the business office follows to obtain account balance due.
- Make all possible attempts to assist patient with resolving account balance timely.
- Procure patient letters or emails when other form of communication is not possible.
- Collect payment on patient balances processing them electronically.
- Establish payment arrangements with patients.
- Document all patient contact and activity with efficiency and accuracy in billing systems.
- Update billing systems with all demographic and/or insurance timely.
- Review patient Explanation of Benefits to determine correct patient responsibility.
- Understand non-commercial insurance plan processes with payers like Medicaid, Medicare, Auto, Workers Comp, etc.
- Send and review incoming faxes.
- Collaborate with other business office departments for account resolution.
- Review and distribute all business office mail.
- Demonstrate compliance with the Statement of Organizational Ethics and all policies related to the organization's Corporate Compliance Program as evidenced by attendance at applicable educational programs.
- Consistently carrying out job responsibilities ethically and professionally.
- Exhibiting ethical and professional workplace behavior and decision-making.
- Reporting any infractions using the appropriate chain of command and without fear of retribution.
- Comply with HIPAA regulations to ensure the confidentially and security of protected health information (PHI) when it is received handled or shared.
- Assist patient with setup and maintaining Halifax Patient Portal.
- Ability to act independently and efficiently while performing duties accurately and timely.
- Perform additional duties as assigned by management.