Patient Accounts Representative (Hybrid After Training)

St. Elizabeth Healthcare•Erlanger, KY

1d•Hybrid

About The Position

The Patient Accounts Representative serves as the hospital’s primary contact for all patient billing inquiries. Acts as a liaison between St. Elizabeth Healthcare and patients, providers, and. Provides information regarding hospital billing practices, policies, and patient billing statements. Assists patients in understanding billing statements to ensure swift resolution of outstanding balances. Fulfills the organization’s mission of care and service by providing superior customer service to the patient community. Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Requirements

High School diploma or equivalent
Proficient in computer skills
Superior communication, organizational, and analytical skills
Strong attention to detail
Strong interpersonal and customer service skills
Ability to work in a fast-paced environment
Ability to comply with procedural guidelines and maintain confidentiality
Ability to relate to diverse age and demographic background.
Critical Thinking Skills
Problem Resolution
Familiarity with medical billing/collections and healthcare insurance

Responsibilities

Accepts inbound phone calls from patients, physician offices, insurance carriers, etc. within a specific response-to-call timeframe and with the intent to resolve the caller’s concern immediately.
Follows scripts as provided by the call center manager to facilitate consistent and expedient account resolution
Responds promptly to patient inquiries regarding hospital billing procedures, policies, and statements
Collects patient payments and follows levels of authority for posting adjustments, refunds, and contractual allowances
Understands different payer regulations and can communicate effectively with patients regarding their Explanation of Benefits (EOB)
Documents all patient accounts activities concisely, including future steps needed for resolution
Prepares written responses to patients and customers regarding account resolution and complaint recovery
Interacts effectively with other administrative departments and hospital service areas on a daily basis to facilitate patient account resolution
Identifies barriers to efficient departmental operations and takes an active role in developing appropriate and effective solutions
Performs all necessary functions to resolve the caller’s issue
Remain positive when determining the causes of problems and negative situations.
Represent St. Elizabeth in a professional image always projecting the Mission and Values Statement to our customers internal and external
Anticipate and identify the needs of patients and colleagues by demonstrating positive customer service characteristics that satisfies and exceeds expectations by adhering to the AIDET guidelines.
Effectively manages assigned work
Remain up to date with changes in policy and procedure.
Communicate these updates clearly and positively to families.
Participates in a positive & constructive manner
Responds to internal and external customer calls or concerns.
Demonstrate adequate and professional level of communication with patients and the ability to work with high volume of incoming calls.
Make every caller “The Center of our Universe”
Seeks opportunity for training & informs supervisor of all training needs
Attends Seminars and workshops as assigned by management.
Complete other tasks and duties as assigned by Manager
Act as a preceptor for new employees and as a resource within the department/division.
Assume duties of supervisor/ lead as needed.
Assists co-worker in problem solving, with reports and work lists, meetings, etc.
Execute training of contracted staff (internal and external).