Patient Accounts Representative

Saint Luke's Health System•Kansas City, MO

3d•Remote

About The Position

Saint Luke’s in Kansas City is seeking a Patient Accounts Representative to manage patient accounts, provide customer service, and troubleshoot billing and reimbursement issues while following established processes and policies. The role is based in a call center environment and works remotely in the Kansas City area. The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. The representative handles patient inquiries and account activity through phone, email, mail, fax, and work queues in the Electronic Medical Record system. In SBO, the role also includes straightforward coding, such as reviewing patient charts for billing implications or referrals, and identifying trends and opportunities to improve patient satisfaction and workflow efficiency. The ideal candidate has excellent customer service, computer, and critical-thinking skills; can multitask; and is comfortable working in a call center environment.

Requirements

At least 1 year of applicable experience.
Diploma.
Excellent customer service skills.
Strong computer and critical-thinking skills.
Ability to multitask.
Comfort working in a call center environment.

Responsibilities

Answer inbound patient calls.
Respond to patient emails in the Electronic Medical Record system.
Make outbound collection calls to patients to obtain information needed to collect payment.
Provide price estimates for patients.
Process credit card payments.
Establish payment plans with patients and refer them to an extended payment plan vendor when applicable.
Identify patients who may need financial assistance, explain the financial assistance process, and describe required additional documents.
Research and troubleshoot issues related to patient balances.
Serve as a liaison between patients and other departments as needed.
Process incoming mail and faxes.
Process accounts in an Electronic Medical Record system work queue and take appropriate action.
In SBO, perform straightforward coding, including reviewing patient charts for billing implications or referrals.
Meet department productivity and quality metrics.
Identify and report trends and opportunities to improve patient satisfaction and workflow efficiency, including preventable call drivers and potential education, process, or system improvements.