Customer Service Account Representative

Eisenhower Health•Rancho Mirage, CA

1d•$19 - $29

About The Position

The Customer Service Account Representative works in Patient Financial Services and handles activities related to collecting payments and resolving self-pay balance accounts. The role manages account inventories, communicates with patients, guarantors, and payers, and supports account processing and resolution in line with departmental policies and cash collection goals. The position is full-time, with an eight-hour day shift and a 40-hour schedule. It reports to the Manager-Patient Financial Services and does not supervise staff. The role has minimal or no potential exposure to blood-borne pathogens.

Requirements

High school diploma, GED, or higher degree.
Ability to analyze data and read and interpret financial reports.
Ability to develop and maintain interdepartmental relationships.
Decision-making skills.
Knowledge of all phases of occupational therapy operations.
Knowledge of regulations regarding governing agencies, including CAP, JCAHO, OSHA, and CLIA.
Understanding of financial and productivity standards to support sound fiscal management consistent with EMC goals.
Written and verbal communication skills.

Nice To Haves

Experience in a hospital and/or clinic setting.
Self-pay or insurance billing/collection experience, billing certification, or related coursework.

Responsibilities

Demonstrate compliance with the Code of Conduct and compliance policies; address compliance questions or concerns and report suspected violations.
Manage new accounts daily using the Receivables Workstation and contact patients or account guarantors to request payment.
Manage new credit balance accounts daily and prepare adjustments or refunds to bring account balances to zero.
Work daily accounts on bad debt and bankruptcy lists to promote collection, including contacting payers by telephone or locating claims on payer websites.
Manage the account inventory promptly to promote payment and resolve accounts before 90 days from the billing date.
Respond to incoming mail and telephone calls from patients regarding assigned accounts.
Work with patients on extended payment plans and financial assistance packages.
Record newly identified insurance plans and facilitate processing according to pre-billing policies and procedures.
Record accurate, definitive notes in electronic account files regarding account status, issues, and anticipated resolution dates.
Escalate account management to the Customer Service Manager when extraordinary issues arise.
Obtain and record daily “Promise to Pay” amounts consistent with departmental cash collection goals.
Perform other duties as assigned.