Patient Services Representative I

Confluence Health • Wenatchee, WA

3d

About The Position

The Patient Services Representative I provides customer service to patients, staff, insurance companies, and third-party administrators regarding insurance coverage, billing processes, payment plans, prompt-payment discounts, and financial assistance. The representative screens patients for available assistance programs and refers them to the appropriate department for enrollment. The role requires a professional, calm demeanor and includes patient account research, support, and communication.

Requirements

• High school diploma or equivalent (GED).
• Proficiency in basic math functions.
• Proficiency in reading, writing, and speaking English.
• Proficiency in letter writing and effective written communication.

Nice To Haves

• Customer service experience, including telephone and direct customer contact.
• Ability to communicate effectively in Spanish, verbally and in writing.
• Intermediate computer skills, such as spreadsheets and word processing, and knowledge of MS Office.
• Knowledge of ICD-10, CPT coding, medical terminology, and insurance billing.
• Bilingual ability is preferred.

Responsibilities

• Contact patients and account guarantors by telephone or in person regarding account balances, billing processes, payment options, and financial assistance programs.
• Maintain accurate patient account information, including addresses and insurance information.
• Provide price estimates before planned procedures.
• Assist patients with access to the MyChart portal.
• Screen patients and account guarantors for available financial assistance programs and refer them for enrollment as appropriate.
• Research patient accounts to verify insurance payments and adjustments.
• Verify self-pay balances and research potential eligibility for financial assistance.
• Advocate for patients by researching billing resolutions and communicating progress.
• Support the effective operation of financial assistance programs.
• Document work completed and any necessary future actions in each account.
• Keep work current, meet department expectations, and avoid workflow backlogs.
• Provide yearly out-of-pocket expense reports and itemized statements upon request.
• Communicate effectively and professionally with patients and coworkers, orally and in writing.
• Participate in departmental and organizational process-improvement initiatives and adapt to new concepts.
• Follow department guidelines for resolving billing issues and contact leadership when necessary.
• Attend training classes, webinars, and other development opportunities.
• Review past-due self-pay accounts for correct insurance payments or adjustments, financial assistance offers, and explored payment plans before referral to a collection agency.
• Process CCP applications, adjustments, and correspondence in a timely manner according to applicable WAC, ACA, and department policies.
• Follow departmental policies and procedures to minimize errors.
• Participate in scheduled productivity reviews and team huddles.
• Maintain professional dress according to the Confluence Health Dress Code.
• Demonstrate Standards of Behavior and follow the Code of Conduct; perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• Flexible Spending Accounts and Health Saving Accounts.
• Paid time off.
• Generous retirement plans.
• Life insurance.
• Long-term disability.
• Tuition reimbursement.
• Employee Assistance Program.
• Adoption assistance.
• Shift differential.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED