Patient Account Representative I Customer Service Correspondence Clerk

JOB SUMMARY

At NorthBay Health, the Patient Account Representative I, performs office clerical duties, administrative support, minimal insurance billing and other duties as assigned.

PRIMARY JOB DUTIES

1. Sorts all incoming mail, logging appropriate mail types (e.g. denials) in the system notes and distributes incoming mail to the appropriate parties as needed.
2. Responsible for photocopying, filing and maintaining documents as needed.
3. Complete requests from other departments, doctor’s offices and insurance co. in a timely manner.
4. Perform insurance billing tasks for all insurance as assigned by management.
5. Processes and work all incoming outsourced vendor requests, as assigned.
6. Performs all scanning and indexing functions, as necessary.
7. Processes patient credit card payments in person or over the phone.
8. Transfers outsourced accounts to the appropriate vendor timely and accurately.
9. Manages time effectively, prioritizing multiple demands to ensure productivity standards are achieved as outlined in departmental policies and procedures.
10. Covers the front desk for walk-in patients.
11. Ensures that customers are treated in a manner consistent with high standards of customer service.
12. Responds to patient complaints into a courteous and respectful manner, resolves problems pertaining to account charges or billing discrepancies at the time of call or within 24 hours.
13. Adheres to the quality and productivity measures assigned by the Supervisor on a consistent basis.
14. Complete special projects.
15. Perform other duties as assigned.

1. Education/Training: High School Graduate or Equivalent preferred. College courses with emphasis in Business preferred. 
2. Licensure/Certification: Obtain an HFMA Certified Revenue Cycle Representative (CRCR) Certification within 9 months of start date.
3. Experience: 
   1. One year customer engagement experience and/or office support in a healthcare setting.
   2. Excellent oral and written communication skills with ability to effectively articulate thoughts into a useful and meaningful discussion.
   3. Some working knowledge in the areas of Medi-Cal, Medicare, Managed Care, Indemnity, Commercial and Workers Compensation preferred.
4. Interpersonal Skills:  Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence. Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor.  Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others.  Is extremely open to learning new things and teaming with others in a collaborative environment.  Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment. 
5. Hours: M-F, based on business need. 
6. Other: Spanish speaking preferred.
7. Compensation:  $30 to $36.74 per hour based on years of experience doing the duties of the role.

At NorthBay Health, we are guided by our values: Nurturing Care; Own It; Respect; Build Trust; and Hardwire Excellence. These principles lead us to our TRUE NORTH and inspire us to provide exceptional care. 

These values serve as the foundation of everything we do, guiding us to deliver individualized care with integrity and accountability. We are committed to fostering a culture of collaboration, where every team member is valued and empowered to contribute their best to the health and well-being of those we serve. 

This is an exciting time to join NorthBay Health.

As an independent, nonprofit health system north of the San Francisco Bay Area, in the Napa/Solano Region, we are expanding our footprint across Solano, Yolo, and Napa counties to meet the evolving needs of our communities. With two acute-care hospitals—including a Level II Trauma Center and a modern maternity unit with a Level III Neonatal Intensive Care Unit (NICU)—along with a comprehensive cance