Patient Account Representative

Description

Position: Patient Account Representative

Classification: Non-Exempt

Department: Billing

Reports To: Billing Director

SUMMARY/OBJECTIVE

The Patient Account Representative is responsible for handling patient inquiries, complaints, ensuring patient information is complete and accurate, request and process patient payments and provide support to the Billing Department. All employees are expected to exhibit professional, ethical and respectful behavior in accordance with the company’s mission, vision and values.

ESSENTIAL FUNCTIONS

· Resolve and provide knowledgeable responses to inbound patient telephone inquiries and complaints in a courteous and professional manner that is aligned with Ankle & Foot Center of Georgia’s Mission, Vision and Values

· Escalate patient complaint calls, when necessary, to the appropriate supervisor for resolution

· Review, verify, obtain, correct patient demographic, insurance information and other information related to preparation and processing of patient statements

· Review accounts within the Epic Self Pay work queues and make outbound calls to patients in an effort to collect bad debt monies

· Evaluate and process bad debt accounts; perform collection and follow-up activities; refer uncollectible accounts to collection services

· Process over-the-phone patient payments in Navicure Payments Module and post payments to corresponding Epic guarantor account accurately and in a timely manner

· Provide billing support and education to front desk staff as needed

· Balance and reconcile daily online payment batches utilizing and saving Navicure and Epic reports to the Billing Drive (P:Drive)

· Research all returned mail and update patient address in Epic guarantor account to reflect correct address or “Returned Mail” account status

· Research bankruptcies, indicate status and apply adjustments to guarantor account if applicable

· Strictly comply with the Health Insurance Portability and Accountability Act (HIPAA) in protecting patient privacy and federal and state regulations

· Additional job related duties or projects as needed

COMPETENCIES 

· Effective communication skills 

· Teamwork oriented

· Initiative

· Proficient computer skills

· Ethical conduct

· Proficient typing skills

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities.

WORK ENVIRONMENT

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

PHYSICAL DEMANDS

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

While performing the duties of this job, the employee is regularly to talk and listen. This is largely a sedentary role; however, there may be times of standing. Some bending, lifting of 5 to 10 lbs and routine computer usage.

POSITION TYPE AND EXPECTED HOURS 

This is a full time position. Days and hours of work are Monday through Friday 8:30 a.m. to 5:30 p.m. Occasional evening and weekend work may be required as job duties demand.

TRAVEL

Travel is rare, but may be required based on the company needs and as job duties demand.

REQUIRED EDUCATION AND EXPERIENCE

· High School diploma or equivalent

PREFERRED EDUCATION AND EXPERIENCE

· Three to five years of experience in the health care industry

OTHER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. All employees have a responsibility to comply with our organization's policies and procedures, code of conduct, etc. Additionally, adherence to the code of conduct, timely reporting of any issues, and completion of compliance training is a condition of employment.

Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position.