Patient Account Representative Customer Billing

Mount Sinai Medical Center•Miami Beach, FL

2d•Hybrid

About The Position

Mount Sinai Medical Center is seeking a Patient Account Representative to join their team. This role involves managing patient inquiries, processing account updates, and ensuring accurate documentation. The representative will be responsible for explaining account details, establishing payment arrangements, and providing excellent customer service while adhering to strict compliance standards (HIPAA, COBRA, EMTALA). The position requires strong communication skills in English and Spanish, the ability to handle high call volumes, resolve patient issues promptly, and collaborate effectively with various stakeholders. This is a hybrid role, requiring the candidate to live within commuting distance of the Miami Beach Hospital, with the possibility of working from home after 4-6 weeks of training.

Requirements

High School Graduate or GED or equivalent work experience.
One year experience in healthcare Patient Accounts Services or Customer Service on the phone is desired.
One year experience in computer usage.
Ability to communicate in English or Spanish.
Willingness to adjust schedule to department and patient needs.

Nice To Haves

Experience managing patient inquiries.
Experience processing account updates.
Experience ensuring timely and accurate documentation.
Skilled in explaining account details.
Skilled in establishing payment arrangements.
Experience providing excellent customer service.
Adherence to HIPAA, COBRA, EMTALA, and compliance standards.
Ability to handle high call volumes.
Ability to resolve patient issues promptly.
Ability to collaborate effectively with patients, staff, and leadership.

Responsibilities

Works correspondence in HPF timely.
Documents patient accounting system appropriately and within timeframe of three business days.
Informs patient of any patient self-pay balances owed to the facility during routine handling of patient request for information via telephone or in person.
Establishes payment arrangements per policy guidelines.
Advises collection manager/lead of any unsatisfied patient issues.
Verifies information following HIPPA guidelines when handling calls and walk-in patients before release of information with every call and walk-in patient.
Reviews each account when handling calls, relays accurate information to the patient, explains account information from patient file and requests any information needed at time of the call.
Maintains a working knowledge of collection guidelines, HIPPA, Cobra and EMTALA guidelines.
Attends all corporate compliance programs and seminars/educational programs that maintain an awareness of laws and regulations affecting the department.
Maintains courteous and cooperative working relationships with all levels of management, employees, physicians, patients and guarantors and the general public.
Monitors volume of calls holding and attempts to answer all calls in a timely and courteous manner.
Processes request for bills and insurance updates, credit card payments within 48 hours.
Mails receipt to the patient.
Follows-up timely with patient/guarantor issues and relays information back to the patient/guarantor.
Possesses ability to communicate in English or Spanish.
Is willing to adjust schedule to department and patient needs.
Retrieves customer service voice mail messages daily and returns calls within one business day.
Researches all accounts assigned by the lead/manager/director in a timely manner.