Patient Account Representative I - Customer Service

Halifax Health•Daytona Beach, FL

About The Position

The Patient Account Representative I assists patients, guarantors, and third parties with account questions and concerns, working toward resolution of patient and third-party balances. The representative reviews payment options, contracted payment plans, and financial assistance possibilities, and helps identify accounts needing resolution or charity care. Financial-assistance documentation and coordination with patients continue through the approval determination. All patient and third-party activity and communications are documented in host systems. The role handles daily inbound and outbound patient and guarantor calls, correspondence, account reviews, payments, payment arrangements, billing-system updates, and coordination with third-party affiliates and other business-office departments. It also includes reviewing explanations of benefits, handling non-commercial insurance processes, faxes and mail, and helping patients use the Halifax Patient Portal. The representative is expected to work accurately, independently, ethically, and professionally while complying with organizational policies and HIPAA requirements.

Requirements

High school graduation or equivalent.
At least two years of experience in healthcare billing and/or a business-office setting; hospital billing is preferred.
Ability to communicate effectively with patients while maintaining customer-service expectations.
General PC knowledge in a business setting.
Good oral and written communication skills.

Nice To Haves

Associate or bachelor’s degree from an accredited institution.
Experience with Epic EMR systems.
Bilingual ability.
Hospital billing experience.

Responsibilities

Manage 40–60 inbound and outbound calls daily with patients and guarantors, including a complete account review.
Respond to correspondence, including requests for information, updates, and claim-processing matters, within 24 hours of receipt.
Work with third-party affiliates to review accounts and obtain resolution.
Explain the business office’s collection process to patients and help them resolve balances promptly.
Obtain patient letters or emails when other forms of communication are not possible.
Collect and electronically process payments on patient balances.
Establish payment arrangements with patients.
Document patient contacts and account activity efficiently and accurately in billing systems.
Update billing systems with demographic and insurance information in a timely manner.
Review patient explanations of benefits to determine correct patient responsibility.
Understand non-commercial insurance processes involving payers such as Medicaid, Medicare, auto, and workers’ compensation.
Send and review incoming faxes.
Collaborate with other business-office departments to resolve accounts.
Review and distribute business-office mail.
Comply with the Statement of Organizational Ethics and applicable Corporate Compliance Program policies, including attending applicable educational programs.
Carry out responsibilities ethically and professionally, exhibit appropriate workplace behavior and decision-making, and report infractions through the appropriate chain of command.
Comply with HIPAA requirements to protect the confidentiality and security of protected health information when received, handled, or shared.
Assist patients with setting up and maintaining the Halifax Patient Portal.
Perform duties independently and efficiently, with accuracy and timeliness.
Perform additional duties as assigned by management.