Lead Patient Account Representative

Under general supervision, the Lead Patient Account Representative coordinates all aspects of the activities of the Credit & Collections Department, including providing support and assistance to the staff assigned to the department. The Lead Patient Account Representative also performs the Patient Account Representative functions, as needed.

Core Competencies

• Demonstrates expertise in all aspects of the Patient Account Representative’s functions.
  
  
  
• Monitors work queues for the department to ensure that accounts are being followed-up on a timely basis, prioritizes job functions to meet deadlines, and identifies any issues.
  
  
• Monitors staff productivity, compares results to established goals and makes recommendations for improvement.
  
  
  
• Provides guidance and support to staff handling calls from patients that have service or quality concerns, request financial assistance or have other billing issues related to their open accounts.
  
  
  
• Assists staff with any day-to-day issues and escalates issues, when necessary.
  
  
• Responds to, investigates, and assists with resolving complaints/concerns and suggestions.
  
  
• Reviews processes to achieve best practice standards and meet department’s goals, at the direction of the manager.
  
  
• Performs Patient Account Representative functions, as needed.
  
  
• Provides orientation, training and education to staff and fosters a team-like environment.
  
  
• Responds to voicemail messages by end of day.
  
  
• Reports system related issues to the Service Desk.
  
  
  
• Acts as liaison for the department with other hospital departments, physicians, payers, patients, and patients' family members.
  
  
• Provides summary of employees' performance and productivity for the annual evaluation.
  
  
• Maintains working knowledge of payer requirements in order to communicate this information to departments and to patients, as needed.
  
  
• Explains Business Office policies and procedures to patients, families, physicians and other hospital departments.
  
  
• Identifies and resolves problem issues independently.
  
  
• Elevates issues as appropriate to Supervisor.
  
  
  
• Promotes positive customer relations.
  
  

Department Specific Competencies

• Answers the telephone courteously within three rings, identifying self and department, routes calls, ascertains needs and takes accurate messages as appropriate.
  
  
• Interprets patient insurance benefit information and explains the amount allowed and paid by the customers' insurance plan and how the amount owed by the patient was determined.
  
  
• Serves as the point person for the department when the Manager is not available
  
  
• Maintains advanced knowledge of payer-specific billing, claims processing requirements, and self-pay best practices.
  
  

Experience

Number of Years ExperienceType of Experience3Biller/Collection experience in medical office or Hospital
Additional Information

Three years of patient account representative experience in a healthcare setting with experience in commercial payors (i.e. PPO, HMO, etc.)

Compensation Range: 
$26.02- $39.40 / hour