Patient Account Representative
PURPOSE: Reporting to the Clinic Manager and Director of Operations, the Patient Account Representative (PAR) is responsible for the overall management of patient accounts including, but not limited to: demographics, insurance eligibility, benefits, collection and payment posting.
Accountabilities and Job Activities:
- Communicates with patients respectfully and professionally via telephone to explain charges related to treatment services, answer billing questions, and assist with the financial resolution of accounts
- Confirms eligibility and benefits utilizing various methods such as payer portals, phone, and online tools.
- Processes patient out of pocket estimates utilizing the Clariti platform and initiates delivery of estimates to patients.
- Initiates outgoing calls to collect outstanding balances from patients.
- Advises patients on their rights and responsibilities in accordance with the practice Financial Policy
- Documents all financial discussion and correspondence in the patient account record.
- Advises uninsured patients on payment expectations and self-pay fees.
- Provides financial counseling to patients in need of special payment arrangements.
- Arranges payment plans utilizing athenaOne or eCW payment plan module in accordance with the guidelines set forth by the billing manager.
- Manages work queues timely and effectively.
- Attends and contributes to billing staff meetings and huddles.
- Performs all other duties as assigned. Develops and maintains personal and professional skills
- Attends at least 100% of all mandatory staff meetings per year unless excused as evidenced by documentation.
- Attends mandatory in-services and a minimum of two pertinent in-services per year as documented.
- Actively participates in performance improvement activities as observed or documented.
- Establishes realistic professional goals as evidenced by the annual performance evaluation.
- Actively keeps abreast of departmental and organizational activities.
JOB DESCRIPTION Patient Financial Counselor
- Demonstrates flexibility in response to unexpected changes in work load or situations as observed.
- Demonstrates strong knowledge of revenue cycle management.
- Participates in changes of policy and procedures that affect the revenue cycle.
- Assists in the orientation of new personnel as directed.
- Supports the mission and goals of the practice.
- Addresses all emails within 24 hours as documented. Demonstrates safe and cost-effective practice.
- Consistently utilizes proper body mechanics as observed.
- Accurately completes incident reports within the shift of occurrence and immediately communicates critical incidents to the appropriate person per the organizational chart.
- Consistently allocates resources to reduce waste and minimize costs as observed.
- Consistently completes assigned duties in a timely manner to meet productivity benchmarks.
Job Requirements
- Minimum of 2 years of medical practice office experience.
- 2+ years experience in billing, collections or revenue cycle position.
- 1+ years of pain management experience
- Comprehensive understanding of payer benefit summaries and eligibility guidelines.
- Ability to initiate difficult conversations with patients regarding balances and payment arrangements
- Experience interpreting payer explanation of benefits.
- Excellent verbal and written communication skills.
- Demonstrates an advanced knowledge of healthcare billing procedures.
- Knowledge of medical terminology with a strong focus on the spine and skeletal system.
- Ability to multitask in a fast paced environment.
- Willingness to share knowledge with team members and department leaders throughout the organization.
OTHER REQUIREMENTS:
- Knowledge of common safety hazards and precautions to establish a safe work environment. Must be able to act calmly and effectively in busy, stressful or emergency situations.
- Ability to communicate effectively in person, by phone and in writing.
- Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance.
- This position must be willing to do any additional tasks as assigned by management.
BEHAVIORAL EXPECTATIONS
- Striving for Excellence
- Setting challenging goals
- Producing quality work in a timely fashion
- Finding better/more efficient ways to manage tasks
- Maintaining current knowledge and skill
- Participating in quality and process improvement efforts
- Keeping work area clean, safe and secure
- Acting Flexibly ❖ adapting to change ❖ seeing the value of different opinions and new ideas ❖ changing plans and objectives given new direction or priorities ❖ handling stressful situations effectively
- Meeting Customer Needs ❖ meeting internal and external customers’ needs ❖ finding new ways of satisfying customers ❖ participating in service improvements efforts ❖ listening and responding to customers ❖ treating customers with compassion and respect
- Working as a Team ❖ working as a team player ❖ pitching in to help those in need ❖ communicating with others appropriately ❖ listening and responding to others ❖ handling conflict situations effectively ❖ fostering trust and respect within the team ❖ participating in committees/task forces
- Fostering Diversity in the Workforce ❖ treating all associates and customers with respect, integrity and dignity regardless of background, race, age, gender, gender identity, sexual orientation, religion or disability ❖ treating all associates and customers fairly
- Being Self-directed ❖ taking initiative and responsibility for actions ❖ identifying own learning needs and creating/implementing
- Learning Plans ❖ performing duties according to policies and procedures ❖ demonstrating ethical behaviors ❖ maintaining confidentiality of information ❖ maintaining licenses and certifications as appropriate ❖ fulfilling operating unit/clinical competencies ❖ using equipment/resources responsibly
This position is subject to:
- Confidential information.
- Extended time sitting at a desk, utilizing a keyboard and multiple monitors.
- High stress environment due to turnaround requirements.
- Daily hours are subject to change on a daily basis due to schedule.
- Remote work is offered for employees meeting the eligibility requirements. Patient Privacy HIPAA
- Protection of patient privacy.
- Patient records and EMR are for treatment use only
- Physical Requirements:
- Hearing: Adequate to perform job duties in person and over the telephone.
- Speaking: Must be able to communicate clearly to patients and co-workers in person and over the telephone
- Vision: Requires eyesight correctable to 20/20
- Other: Requires frequent bending, reaching, repetitive hand movements, Standing, walking, squatting and sitting. The statements in this job description are intended to describe the essential nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Job Type: Full-time
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Work setting:
Application Question(s):
- What is the best phone number for our recruiter to reach you?
Experience:
- Revenue cycle management: 1 year (Preferred)
- Medical billing: 1 year (Required)
Ability to Commute:
- Scottsdale, AZ (Required)
Ability to Relocate:
- Scottsdale, AZ: Relocate before starting work (Required)
Work Location: In person