Patient Account Rep, Customer Service Correspondence Clerk

NorthBay Healthcare Corporation•Fairfield, CA

6d•Onsite

About The Position

At NorthBay Health, the Patient Account Representative I performs office clerical duties, administrative support, minimal insurance billing and other duties as assigned. This role involves sorting and distributing mail, maintaining documents, processing requests from other departments and insurance companies, performing insurance billing, handling outsourced vendor requests, scanning and indexing, processing patient payments, and transferring outsourced accounts. The position also requires effective time management, covering the front desk, ensuring high standards of customer service, responding to patient complaints, and adhering to quality and productivity measures. Additionally, the role supports departmental goals related to service excellence, cash collection, and compliance with federal, state, and hospital requirements. Teamwork, collaboration, and proactive communication are essential, as is acting as a resource for new team members and responding promptly to electronic communications.

Requirements

High School Graduate or Equivalent preferred.
College courses with emphasis in Business preferred.
Obtain an HFMA Certified Revenue Cycle Representative (CRCR) Certification within 9 months of start date.
One year customer engagement experience and/or office support in a healthcare setting.
Excellent oral and written communication skills with ability to effectively articulate thoughts into a useful and meaningful discussion.
Some working knowledge in the areas of Medi-Cal, Medicare, Managed Care, Indemnity, Commercial and Workers Compensation preferred.
Attendance is an essential function of the job.

Nice To Haves

Spanish speaking preferred.

Responsibilities

Sorts all incoming mail, logging appropriate mail types (e.g. denials) in the system notes and distributes incoming mail to the appropriate parties as needed.
Responsible for photocopying, filing and maintaining documents as needed.
Complete requests from other departments, doctor’s offices and insurance co. in a timely manner.
Perform insurance billing tasks for all insurance as assigned by management.
Processes and work all incoming outsourced vendor requests, as assigned.
Performs all scanning and indexing functions, as necessary.
Processes patient credit card payments in person or over the phone.
Transfers outsourced accounts to the appropriate vendor timely and accurately.
Manages time effectively, prioritizing multiple demands to ensure productivity standards are achieved as outlined in departmental policies and procedures.
Covers the front desk for walk-in patients.
Ensures that customers are treated in a manner consistent with high standards of customer service.
Responds to patient complaints into a courteous and respectful manner, resolves problems pertaining to account charges or billing discrepancies at the time of call or within 24 hours.
Adheres to the quality and productivity measures assigned by the Supervisor on a consistent basis.
Complete special projects.
Perform other duties as assigned.
Supports and maintains service standards and behaviors set for all employees and to department specific standards and behaviors relative to service excellence.
Consistently meets productivity and quality assurance standards set by Patient Financial Services Management.
Participates actively in departmental goals in an effort to exceed cash collection.
Understands and meets federal, state and hospital requirements related to compliance issues (HIPAA, EMTALA, JCAHO, etc.).
Participates actively in all department staff meetings and trainings.
Consistently demonstrates and promotes a sense of team within the immediate and extended work groups.
Informs lead or supervisor of any issues that could impact patient care, patient satisfaction or departmental goals.
Communicates pro-actively and respectfully with all clinical and management staff to model NorthBay values of competence and professionalism.
When appropriate, takes a leadership role to resolve patient access issues in a manner that promotes NorthBay Way principles.
In formal training and in every day interactions, acts as a resource for the mentoring of new team members.
Reads and/or responds in an appropriate timeframe to all electronic communication including email and voice mail.