Patient Account Resolution Representative

Concord Hospital•Concord, NH

17h•Onsite

About The Position

Under the supervision of the Patient Account Resolution and Collections Manager, the Patient Account Resolution Representative serves as a primary point of contact for resolving patient accounts, with a strong focus on self-pay billing. This role involves identifying, researching, and resolving a wide range of sensitive customer inquiries and issues. Responsibilities include but are not limited to: handling routine Good Faith Estimates, addressing bankruptcy-related accounts, responding to standard inquiries from CHMG practices and hospital departments, handling insurance-related issues, processing legal and bad debt requests and related follow-up, setting up patient payment plans, processing patient payments and reconciling the daily cash bag, processing accounts for deceased patients. The representative plays a key role in ensuring a positive financial experience for patients while supporting the hospital’s revenue cycle operations.

Requirements

High School Graduate or GED.
Two years of higher education, work experience, or combination of the two required.
A minimum of one year of proven customer service experience is required.
Demonstrated skills in conflict management.
Strong commitment to delivering exceptional customer service.
Ability to remain composed in fast-paced, high-pressure environments.
Professional demeanor, cheerful outlook, and neat appearance are essential.
Excellent communication and telephone skills are required.
Ability to effectively manage multiple priorities and meet deadlines.
Must be initiative-taking, capable of working independently, and able to thrive in an autonomous role.

Nice To Haves

CRCR preferred.

Responsibilities

Accurately generates and processes routine Good Faith Estimates (GFEs) in a timely and efficient manner.
Investigates and resolves escalated patient concerns and inquiries from internal stakeholders with sensitivity and professionalism.
Ensures pre-collection, collection, and legal vendors consistently deliver high-quality customer service.
Works assigned Cerner work queues, including but not limited to: Coding Updates, Customer Service Follow-Up, Customer Service Review, Insurance Modifications, and Self-Pay Late Charges.
Provides consistent coverage for patient communication channels, including phone support and Zoom chat.
Responds promptly and appropriately to verbal and written patient inquiries and correspondence.
Maintains strict compliance with HIPAA regulations in all patient interactions and communications.
Conducts thorough account research to resolve clinical and financial concerns, supplying necessary documentation to patients or their authorized representatives.
Demonstrates a commitment to continuous learning and professional development.
Performs additional duties and responsibilities as assigned by leadership.
While answering phone calls is part of this role, the majority of incoming calls are managed by external vendors.