Patient Account Liaison (PRN)

Austin Regional Clinic: ARC•Austin, TX

About The Position

The Patient Account Liaison answers incoming calls from patients and collects the insurance and demographic information needed to set up patient accounts and submit clean claims for prompt payment. The role assists callers with billing inquiries, collects payments, and contacts patients with appointments to obtain information needed to complete registration. All duties are performed in compliance with confidentiality requirements and in support of the organization’s mission and philosophy. The liaison provides customer service to patients, insurance representatives, and internal customers; verifies callers before releasing confidential information; reviews and documents correspondence; obtains and updates patient registration information; verifies insurance coverage; investigates account transactions and eligibility inconsistencies; and follows up on incomplete registration information. The role also processes telephone credit card payments through a secure online portal, reviews transactions and distributes patient credits, and follows up with patients about inquiries. The position requires regular, dependable attendance and holiday shifts as required by company policy. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m.; the position is PRN. Austin Regional Clinic offers a range of benefits to eligible team members, including medical, dental and vision coverage, flexible spending accounts, PTO, 401(k), EAP, life insurance, long-term disability, tuition reimbursement, child care assistance, health and fitness resources, sick child care assistance, and development opportunities.

Requirements

High school diploma or GED.
Experience with admitting or registration, insurance claims, or customer service.
Ability to engage others, listen, and adapt responses to meet their needs.
Ability to align individual actions with those of team members working toward common goals.
Excellent computer and keyboarding skills, including familiarity with Windows.
Excellent verbal and written communication skills.
Ability to manage competing priorities.
Ability to perform job duties professionally at all times.
Ability to understand, recall, and apply oral or written instructions and other information.
Ability to organize thoughts and ideas into understandable terminology.
Ability to apply common sense in performing the job.

Nice To Haves

One or more years of medical billing customer service experience.

Responsibilities

Answer incoming calls from patients, insurance representatives, and other internal or external customers.
Verify callers before releasing confidential patient information in accordance with company policy and HIPAA guidelines.
Review and document patient correspondence, and acknowledge receipt by contacting patients when necessary.
Answer patient registration calls and collect insurance and demographic information needed to set up accounts.
Verify insurance coverage and set up new members for insurance contracts.
Update insurance and demographic information for existing patients using information from patients or site resources.
Run registration reports and follow up on incomplete or missing account information.
Research member account transactions for eligibility inconsistencies.
Maintain complete, accessible, dated files and resource materials.
Assist coworkers as requested and maintain effective communication with them.
Document productivity statistics and report them to the CBO Supervisor.
Use payer website systems and tools to complete registration accurately.
Follow company policies, including OSHA, HIPAA, compliance, and Code of Conduct requirements.
Work holiday shifts as required by company policy and maintain regular, dependable attendance.
Receive credit card payments by telephone and process them through the secured online portal.
Review account transactions for accuracy and distribute patient credits.
Consult the CBO Supervisor before offering discounts for non-covered services.
Return patient calls to follow up on inquiry status within department timeframes.
Perform other duties as assigned.