Patient Financial Services Representative

Parkland Health

About The Position

Performs patient registration and related patient access duties, including obtaining precertification and authorizations, verifying insurance, and providing preliminary financial counseling to support Parkland’s financial viability. The role gathers and updates patient demographic, financial, and insurance information; reviews accounts for funding status; explains patient financial liabilities; and follows compliant collection, payment, and cash-control procedures. It also documents account activity, tracks productivity and quality, and ensures required patient-rights documents are explained and presented. The position requires professional, respectful interactions with patients, families, colleagues, and leadership, and may require moving throughout the system to complete work. The representative is required to assist the hospital during an internal or external disaster.

Requirements

High school diploma or GED.
Minimum of 2 years of experience in a hospital or clinical environment, insurance company, managed care organization, financial services setting, registration, financial counseling, financial clearance, or customer service in a healthcare environment.
Working knowledge of medical and insurance terminology.
Ability to work accurately and efficiently across multiple computer systems, including patient registration/accounting systems, document imaging, scanning, proprietary payer websites, and data-quality monitoring systems.
Proficiency with personal computers, printers, and scanners.
Working knowledge of computer software such as Word and Excel, and hospital information or enterprise systems such as EPIC.
Customer service skills and experience.
Ability to work in a fast-paced, high-stress environment while multitasking.
Ability to receive and communicate detailed information orally and in writing.
Professional approach and appearance.
Attention to detail and basic mathematical and analytical skills.
Ability to resolve registration issues involving third-party payors, systems, patients, and physicians.
Ability to problem-solve within established policies and procedures.

Nice To Haves

Associate’s degree.
General knowledge of patient access financial counseling functions in acute and non-acute settings.
Prior experience in patient access, billing, cash collections, insurance, or appointment scheduling.
Knowledge of functions and relationships within a hospital environment.
Certified Healthcare Access Associate (CHAA).
Certified Patient Account Technician (CPAT).
Certified Revenue Cycle Representative (CRCR).
Knowledge of contract reimbursement, third-party payors, and insurance verification.
Bilingual skills; Spanish is preferred.

Responsibilities

Greet patients, family members, peers, and leadership professionally, respectfully, and in a friendly manner.
Move about the system as needed to complete job responsibilities accurately and on time.
Assist the hospital in the event of an internal or external disaster.
Obtain, verify, and update accurate demographic, financial, and insurance information during registration, including patient and guarantor information in registration and accounting systems.
Help ensure accounts are billed accurately and promptly and prevent duplicate medical record numbers or overlays.
Review patient accounts to identify non-funded or under-funded patients and refer appropriate cases to financial counseling or Case Management for follow-up, consultation, or clinical justification for pre-authorization.
Educate patients about financial liabilities and use proper, compliant patient-liability collection techniques before, during, and after service.
Perform cash reconciliation and enter secured payments in accordance with financial and cash-control policies and procedures.
Document actions in account notes clearly so other departments can understand and review the information.
Track productivity and quality and provide cumulative reports daily, weekly, and monthly as required.
Ensure Patient Rights & Responsibilities and other required documents are properly explained and presented to patients.
Identify opportunities to improve work processes and customer satisfaction; make recommendations to the supervisor, implement improvements, and monitor results as appropriate.
Stay current on developments and trends in the field through professional learning and participation, and integrate relevant knowledge into work practices.
Maintain knowledge of applicable rules, regulations, policies, laws, and guidelines; develop effective internal controls to support compliance and seek guidance when needed.