Patient Account Liaison (PRN)

Administration•Austin, TX

About The Position

The Patient Account Liaison answers patient and other incoming calls, gathers the insurance and demographic information needed to establish or update patient accounts, and supports accurate registration and timely claim submission. The role assists callers with billing inquiries and payment collection, contacts patients to complete registration before appointments, and maintains confidentiality and compliance while promoting the organization’s mission and philosophy. The position provides customer service to patients, insurance representatives, and internal customers. It verifies callers before releasing confidential information, documents and follows up on correspondence and inquiries, verifies insurance coverage, researches eligibility or account inconsistencies, and uses payer websites and tools to complete registration. It also processes telephone credit-card payments through a secure online portal, reviews account transactions and patient credits, and consults a supervisor before offering discounts for non-covered services. This is a PRN position scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m. Holiday shifts may be required by company policy.

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

Receive inbound telephone 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 in a timely manner when necessary.
Answer patient registration calls and obtain the insurance and demographic information needed to set up patient accounts.
Verify insurance coverage and set up new members for insurance contracts.
Update insurance and demographic information on existing patient accounts based on 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.
Use payer website systems and tools to complete registration accurately.
Receive and process credit-card payments by telephone 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 inquiries within department timeframes.
Document productivity statistics reports for the CBO Supervisor.
Maintain effective communication with coworkers and provide assistance as requested or necessary.
Follow company policies, including OSHA, HIPAA, compliance, and Code of Conduct requirements.
Maintain regular and dependable attendance and work holiday shifts as required by company policy.
Perform other duties as assigned.