Patient Financial Representative

Gillette Children's•Saint Paul, MN

1d•$21 - $32•Hybrid

About The Position

Gillette Children's is looking for a full time Patient Financial Representative. This role is 1.0 FTE (40 hrs/wk); Monday-Friday, 8-4:30. This is a remote opportunity after onsite training; however, the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul, MN as needed. Purpose of position: As the voice of Gillette Children's, the Patient Financial Representative works closely with Gillette patients and families to help them understand their statements and options available to resolve outstanding balances. Promotes and maintains professional and positive patient and family experience as the last impression of the organization.

Requirements

High School Diploma/ GED
1 -3 years’ experience in customer service, administrative or healthcare setting
Demonstrated strength in customer service, organization, attention to detail and the ability to create a positive patient experience
Demonstrated ability to actively listen and communicate clearly with diverse patient population and posses conflict resolution skills
Demonstrated ability to utilize resources and critical thinking to resolve patient/family needs while effectively communicating with internal and external customers/departments
Strong computer aptitude including knowledge of Microsoft Office (Word, Excel, Outlook)
Basic knowledge and understanding of insurance carriers and ability to read EOB’s
Excellent time management skills

Nice To Haves

Advanced education (Associate or Bachelors)
Healthcare collections experience that includes exposure to payer requirements and/or collection regulations

Responsibilities

Primary point of contact for patients, families, and other customers such as third-party payors engaging with Gillette over the phone. This includes both inbound and outbound calls
Works closely with patients and families to understand their statements and resolve outstanding self-pay balances by offering & setting up payment plans, explaining resources such as GAP – Gillette Assistance Program and providing guidelines and applications to families and collaborating with and referring patients to the Financial Advocacy Team as needed for GAP application processing and cost of care estimates.
Monitors Past-Due Self-Pay Queues to ensure monthly statements are released, payments are made monthly and follows up via outbound calls with reminders of outstanding balance and options for assistance programs and payment plans. Refers delinquent accounts for collection agency placement. Assists with monthly collection agency reconciliation by monitoring reports.
Answers inbound calls for Gillette’s main billing number
Greets patient/family by introducing self and organization
Triages calls and directs patients/families to the Financial Advocate Team, Third Party Collections Team, or Leadership Team as needed and opens detailed patient feedback concerns when appropriate
Makes outbound calls as follow-up to voicemails left when all lines are busy or after hours
Ends calls by confirming all patient needs are satisfied or escalated appropriately, as needed
Demonstrates consideration of patient’s and/or customer’s needs and feelings at all times.
Provides feedback to leader when barriers in ability to cover phones arise
Meets productivity metrics set by the department
Provides excellent customer service as it relates to explaining patient statements and collecting patient payments.
Works with families to negotiate prompt payment.
Consistently explains financial assistance options and offers payment plan options; set’s patients/families up on recurring monthly payment plans
Timely response to internal and external customer questions, concerns and feedback.
Ensures patient statements are released monthly
Ensures accurate patient billing by reviewing the balance and insurance processing prior to attempting to collect; escalates back to billing team for review if patient balance appears inaccurate
Makes outbound calls to patients/families to collect payment on outstanding self-pay balances
Consistently offers financial assistance and payment plan options
Takes one-time payments and/or set’s families up on monthly payment plans
Refers delinquent accounts for collection agency placement
Assists with monthly reconciliation with accounts placed with collection agency by monitoring patient accounts with agency reports
Demonstrates competency in organizational systems including: Cerner Revenue Cycle, Change Healthcare, eDOCS, online resources and other relevant technology
Adheres to all organization and department policies, guidelines, and workflows to eliminate errors in practice
Adheres to organization and department attendance policy
Independently completes annual training as assigned
Completes self-assessment timely and with contributing comments
Completes 80% of peer feedback for direct peers
Actively performs self-assessment, receives feedback, adapts behavior, and contributes to growth
Recognizes own strengths and weaknesses
Participates in activities that promote professional growth and quality improvement
Uses input to adjust behavior and practices
Takes initiative to seek out clarification from the appropriate individual when unclear
Identifies breakdown in process impacting statement delays, collections process/or account resolution that impacts revenue recovery
Communicating challenges and opportunities to leadership
Demonstrates ongoing proficiency in work
Regular participation in ongoing training and education relative to role
Shares knowledge with peers (i.e. mentor, educators, analysts department training initiatives)
Consistently interacts with others in a professional manner: respectful, positive, and open verbal and non-verbal communication
Responsive when called upon and flexible/accepting of new assignments or work
Identifies meaningful goals towards personal and professional growth and enters goals as directed by organization
Demonstrates progress towards or completion of existing goals by due dates
Adapts to varying staffing and work assignment needs
Asks clarifying questions when something is not understood
Seeks out information from reliable sources
Demonstrates openness to organization and department changes
Takes ownership of patient experience by ensuring patient questions/concerns are addressed completely and appropriately and escalated as needed. Ensures accurate patient billing
Demonstrates critical thinking with hand-offs. Know who, when and how
Uses appropriate communication modalities for the situation at hand – in person, email, Teams, etc.
Closes the loops, follows through on situations and tasks
Actively engaged in work and team
Treats others with respect and dignity
Recognizes and respects role and contributions of peers
Acknowledges and celebrates workplace success and achievements
Displays ownership in the success of the department and organization by supporting the good ideas of others
Works toward a common purpose
Collaborates with others to work toward the common good while keeping individual needs and priorities in context