Lead Patient Account Representative

Torrance Memorial Medical Center•Torrance, CA

18d•$26 - $39

About The Position

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.

Requirements

3 years of Biller/Collection experience in medical office or Hospital
Three years of patient account representative experience in a healthcare setting with experience in commercial payors (i.e. PPO, HMO, etc.)

Responsibilities

Coordinates activities of the Credit & Collections Department.
Provides support and assistance to department staff.
Performs Patient Account Representative functions, as needed.
Monitors work queues and prioritizes job functions.
Monitors staff productivity and recommends improvements.
Provides guidance and support to staff handling patient calls.
Assists staff with day-to-day issues and escalates issues when necessary.
Responds to and resolves complaints/concerns and suggestions.
Reviews processes to achieve best practice standards.
Provides orientation, training, and education to staff.
Responds to voicemail messages by end of day.
Reports system related issues to the Service Desk.
Acts as liaison for the department.
Provides summary of employee performance for annual evaluation.
Maintains knowledge of payer requirements.
Explains Business Office policies and procedures.
Identifies and resolves problem issues independently.
Elevates issues as appropriate to Supervisor.
Promotes positive customer relations.
Answers the telephone courteously, identifies 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.