Patient Account Representative

Memorial Regional Health•Craig, CO

22h•Onsite

About The Position

This is a Full Time Position. The Patient Account Representative greets patients in person and on the phone in a friendly and courteous manner. They work with all members of the financial team to assist with patients' accounts, efficiently verifying mailing address, contact phone number, insurance, and other demographic information. The role involves evaluating patient accounts for Bad debt status, reaching out to patients to set up payment plans, and providing a general understanding of Patient Accounts to help patients understand bills and insurance payments. The representative discusses any financial obligation and sets up payment plans or payment arrangements with the patient before admission or discharge. They analyze financials and establish payment arrangements on high-dollar deductible plans, co-pays, and self-pay accounts. This role works closely with the Insurance verification/ Eligibility function and Case management/UR/ Discharge planner to ensure smooth financial transition for the patient. The representative navigates the Electronic Medical Record (EMR) to find proper documentation and forms, accurately updating the patient’s information in the EMR system. They meet established productivity and quality guidelines and provide estimated quotes for a prompt pay discount or time of service discount. The role involves posting payments of cash and preparing end-of-day cash drawer receipts to accounting. They answer incoming phone calls and walk-ins from patients, physicians, and other sources related to financial questions. The representative correctly and professionally documents financials and patient interactions within EMR for financial clearance and counseling. They handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution. This position provides relief/back-up for Financial Counselor as needed and attends all applicable workshops. They are responsible to monitor supervisor directed indicators and follow communication, expectations, guidelines, and policies. The role protects patient privacy during direct contact and follows HIPAA standards for guarding PHI. Occasional weekend work to support special events and training in the department may be required. The Patient Account Representative demonstrates full commitment to the CHOICE values of MRH and consistently represents the organization in a positive, professional manner. They establish and maintain effective verbal and written communication, fostering positive working relationships with patients, staff, and vendors. Adherence to the MRH attire and dress code is expected. The role exhibits initiative and self-motivation, maintains a consistent level of productivity, and manages time and responsibilities effectively. Completion of all required annual education, training, in-services, and licensure/certification updates is necessary, along with active participation in departmental and organizational meetings. Strict patient confidentiality is maintained at all times. Reporting to work punctually and completing assigned duties within established timeframes are essential. Active contribution to departmental and organization-wide performance improvement and continuous quality initiatives is expected. Ensuring compliance with all regulatory requirements, maintaining adherence to departmental, hospital, state, and federal standards and policies, and following all infection control, safety, and risk management procedures to maintain a safe environment are crucial.

Requirements

Must be at least 18 years of age
Must be legally authorized to work in the United States.
Must successfully pass a background check.
Must successfully pass a pre-employment drug screen and breath alcohol test (if applicable).
Must complete an Employee Health meeting prior to starting employment.
Medical terminology experience
Two (2) years of customer service experience.

Nice To Haves

Bilingual

Responsibilities

Greets patients in person and on the phone in a friendly and courteous manner.
Ability to work with all members of the financial team to assist with patients' accounts.
Efficiently verifies mailing address, contact phone number, insurance, and other demographic information.
Evaluates patient accounts for Bad debt status, reaches out to patients to set up payment plans.
General understanding of Patient Accounts to help patients understand bills and insurance payments.
Discusses any financial obligation and sets up payment plans or payment arrangements with the patient before admission or discharge.
Analyzes financials and establishes payment arrangements on high-dollar deductible plans, co-pays, and self-pay accounts.
Works closely with the Insurance verification/ Eligibility function and Case management/UR/ Discharge planner to ensure smooth financial transition for the patient.
Navigates the Electronic Medical Record (EMR) to find proper documentation and forms.
Accurately update the patient’s information in the EMR system.
Meets established productivity and quality guidelines.
Provides estimated quotes for a prompt pay discount or time of service discount.
Posts payments of cash and prepares end-of-day cash drawer receipts to accounting.
Answers incoming phone calls and walk-ins from patients, physicians, and other sources related to financial questions.
Correctly and professionally documents financials and patient interactions within EMR for financial clearance and counseling.
Handles complaints, provides appropriate solutions and alternatives within the time limits, and follows up to ensure resolution.
Provides relief/back-up for Financial Counselor as needed.
Attends all applicable workshops.
Responsible to monitor supervisor directed indicators.
Follows communication, expectations, guidelines, and polices.
Protects patient privacy during direct contact, follows HIPAA standards for guarding PHI.
Perform other duties as assigned.
Occasional weekend work to support special events.
Trains in the department when needed.
Performs other duties as assigned.
Demonstrates full commitment to the CHOICE values of MRH and consistently represents the organization in a positive, professional manner.
Establishes and maintains effective verbal and written communication, fostering positive working relationships with patients, staff, and vendors.
Adheres to the MRH attire and dress code in accordance with organizational policies and procedures.
Exhibits initiative and self-motivation; maintains a consistent level of productivity and manages time and responsibilities effectively.
Completes all required annual education, training, in-services, and licensure/certification updates; actively participates in departmental and organizational meetings or reviews meeting minutes as required.
Maintains strict patient confidentiality at all times.
Reports to work punctually and completes assigned duties within established timeframes.
Actively contributes to departmental and organization-wide performance improvement and continuous quality initiatives.
Ensures compliance with all regulatory requirements, maintaining adherence to departmental, hospital, state, and federal standards and policies.
Follows all infection control, safety, and risk management procedures to maintain a safe environment for patients, the public, and staff.