Job Title: Patient Account Representative

Job Code:

FLSA Status: NE

Reports to: Billing Supervisor Last Revised: 01/25/2020

Supervises: N/A

Job Summary: The Patient Account Representative manages several tasks related to patient accounts. This position is customer focused with emphasis on accounts receivable management. This position acts as a liaison between MCHC and its patients. Daily duties include coordinating and collecting payments, resolving problems, attending to inquiries regarding an account, and sending delinquent accounts to collections.

Job Qualifications

Education or Formal Training (Licenses/Certifications):

• High School Diploma or GED.

Experience:

• One (1) year minimum experience, preferably in clinic billing and/or healthcare.
• An equivalent combination of education and experience may be substituted.
• Strong Customer Services skills required.
• Technical knowledge and computer skills (EMR, ledger and accounting procedures as well as good typing and 10-key skills), and strong math skills required.
• Collections experience is preferred, but not required.

Language:

• Bilingual: English/Spanish, required.

Additional Requirements/Licenses/Certifications:

• Current personal immunization records, along with any required maintenance.
• Ensure confidentiality, integrity, and availability of all MCHC records, PII, and PHI (created, received, maintained, or transmitted).
• Must have reliable transportation.
• Travel: Minimal, as required.

Knowledge, Skills, and Abilities:

• Ability to display a professional appearance and demeanor.
• Ability to follow all MCHC policies, procedures, standards, specifications, guidelines, actively participate and attend employee meetings and complete required training programs in a timely manner.
• Ability to promote, work, and act in a manner consistent with the mission of MCHC.
• Ability to communicate and collaborate with team members to ensure superior results and team success.
• Demonstrable verbal and written communication skills.
• Ability to think and act independently to find solutions.
• Is task and deadline oriented.
• Ability to take on ownership of assignments and communicate status, issues, etc., and follow-through to completion.

Essential Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DESCRIPTION

FREQUENCY(%)

25% Responsible for communicating with patients concerning their accounts and defining/offering payment options that afford patients a manageable payment plan, while coordinating all aspects of accounts receivables for assigned billing to ensure maximum reimbursement is received. Must document and track payment plans arranged with patients, accurately recording all details in a timely manner within the tracking system. Must follow-up, flag, and manage accounts that may become overdue, sometimes repeatedly.

10% Assist patients with reimbursement requests in accordance with MCHC policy providing a high level of customer service to each patient, assisting the patient with any billing concerns they might present in a pleasant and respectful manner.

15%Responsible for assessing all payer specific regulations and procedures and must provide written summaries of findings and recommendations. This includes: filing eligibility documentation, calling third parties concerning unpaid claims, flagging patient accounts in need of demographic updates, and preparing delinquent accounts to be sent to collections.

15% Manage collection calls (contacting patients regarding any past due balance in an attempt to collect payment). If insurance information has changed, obtain updated insurance information to bill charges (must relay information to billing department if insurance information is updated immediately). Is responsible for the end of day batch ensuring that all money and credit card payments are accounted for.

35% Manage TPA collection relationship and moving unpaid accounts to TPA when required for collections.

Performs other duties as assigned. Required

100% Essential Duties Must Equal 100%

Working Environment and Physical Activities

This job is performed in a professional office environment. This role routinely uses equipment related to their specialty (radiography equipment, computers, etc), as well as standard office equipment such as phones, photocopiers, filing cabinets, etc.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds.
• Specific vision abilities include close, distance, and peripheral vision, as well as depth perception and ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

PM20

PI143365764