Patient Financial Services Representative

Responsibilities:

• Support an environment that reinforces Rebound’s mission and Core Values of Superior Service, Teamwork, Integrity, Innovation, Quality and Recognition.
• Respond to patient inquires according to state and Federal laws or applicable internal policies.
• Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
• Ensure proper billing procedures and privacy guidelines are implemented and carried out
• Verify insurance eligibility and benefits using Epic and Payer Portals.
• Screen all self-pay accounts, as well as high deductible/co-insurance accounts for internal financial payment options.
• Review and correct patient demographics and insurance coverage in Epic.
• Generate accurate patient cost estimates for professional and facility services using Epic tools.
• Contact patients to explain their estimated costs and payment options through MyChart, calls, texts, or letters.
• Coordinate and document upfront payments and Payment Plans in Epic.
• Review ASC surgeries to ensure the procedure is covered and payable in an ASC setting.
• Flag any procedures that are not reimbursable in an ASC and notify the scheduling team.
• Offer self-pay platform options for self-pay patients and assist in setting up those plans.
• Identify patients who may have financial hardships and evaluate eligibility for financial assistance programs.
• Manage Epic work queues daily to finalize all necessary steps ahead of the scheduled service date
• Document all actions and patient communications in Epic on both the RBD and RSC departments.
• Manage assigned Epic work queues to ensure timely follow‑up on accounts requiring additional action after insurance processing, in accordance with financial policies.
• Maximize reimbursement through effective collection practices.
• Liaison between Rebound and our collection agency
• Escalate complex cases to Supervisor as needed.
• Maintain a high degree of confidentiality and abide by all HIPAA rules and regulations.
• Perform other duties as assigned.

Required:

• High School diploma required
• Two years of healthcare or revenue cycle training
• Two years of experience in insurance verification, patient access, or financial clearance.
• Experience using Epic
• Familiarity with ASC billing rules, insurance coverage policies, and self-pay workflows
• Strong attention to detail, written communication skills, and ability to handle sensitive financial conversations.
• Ability to deescalate tense situations and provide compassionate customer service.
• Organized and detail oriented with strong follow-through
• Goal oriented and able to meet call and solution targets in a fast-paced environment

Physical Requirements: 

• Work may require sitting for long periods of time
• Stooping, bending and stretching for files and supplies. 
• Occasionally lifting files or paper weighing up to 30 pounds. 
• Requires manual dexterity sufficient to operate a keyboard, operate a calculator, telephone, copier and other office equipment as necessary. 
• It is necessary to view and type on computer screens for long periods.
• May be required to work under pressure.
• Works in close proximity to office personnel within limited work space. 
• Interaction with others and phones can cause frequent disruptions. 
• Tasks are of minimal hazardous conditions.