Patient Accounts Representative

Overview

Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

 

With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.

 

At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems.

 

Under general supervision, the Patient Account Representative is responsible for the handling of incoming calls and inquires related to patient accounts, responding to written correspondence, contacting patients and responsible parties to assist with the resolution of outstanding patient account balance. In addition, a variety of tasks relating to claims processing; contacts patients and responsible parties to resolve patient account balances; investigates account status and initiates the collection process.

 

Responsibilities

• Handle a high volume of calls, emails, MyChart messages and inquiries from patients, families, caregivers, Fred Hutchinson Cancer Center (FHCC) staff, insurance companies and attorneys.
• Identify problem accounts with payors; investigate and correct errors, follow-up on missing account information, and resolve past-due accounts. Verify that all charges within a patient’s account have been billed to the patient’s correct insurance plan.
• Research and resolve rejected, incorrectly paid and denied claims in assigned work queues within an established time frame. Verify claims and cash files are being sent and received and ensure accurate payment posting is applied to patient accounts from both patients and insurance carriers.
• Coordinate information on behalf of patients and providers to respond to inquiries regarding claim billing or insurance Explanation of Benefits and third-party liability claims.
• Receive and post patient payments over the phone, or electronically. Process refund requests as appropriate. Establish requested payment plans and monitor adherence to plans by responsible party.
• Utilize hospital billing system, payor websites and system interfaces to manage accounts in a timely and effective manner.
• Screen patients and initiate applications for Financial Assistance as requested by patients. Provide resources and information to patients and callers.
• Complete all necessary research and assign accounts to collection agencies or necessary court documents for patient bankruptcies and probate.
• Contact appropriate Fred Hutch departments to obtain necessary information to resolve and follow up on inquires.
• Perform work in accordance with regulatory requirements, policies/procedures and departmental standards regarding HIPAA, patient confidentiality requirements and other government requirements. Ensure that proper billing procedures and privacy guidelines are implemented and carried out.
• Act as a liaison when a patient accesses Fred Hutch services.
• Performs other related duties as assigned.

Qualifications

Required:

• High School diploma or equivalent.
• A minimum of one year customer service experience in a business setting.
• Demonstrate strong customer service and written and verbal communication skills; treat customers with courtesy and respect.
• Collaborative, engaged, and flexible team player.
• Ability to apply critical thinking and good judgment when resolving patient complaints/issues.
• Ability to communicate verbally, in person, on the telephone and in writing in a clear and concise manner.
• Strong empathetic and active listening skills.
• Ability to respond to questions in a tactful, timely and professional manner.
• Ability to maintain accuracy and pay attention to details.
• Knowledge of medical terminology.

Preferred:

• Customer service skills strongly prefe