This position represents the Patient Financial Services department to all customers (patients, vendors, physicians, etc.) and demands the knowledge and practice of customer service excellence. The position is responsible for answering all incoming calls to Patient Financial Services. The position also performs account review and follow-up.
Education - High school graduate
TECHNICAL TASKS
Answers all incoming calls to the Patient Financial Services Office; Investigates questions regarding patient liabilities or forwards information to appropriate person
Ensures appropriate discounts are applied to patient accounts
Assists with posting of adjustment transactions
Works with vendor agencies to ensure customer service and resolution of patient accounts
Returns phone and email customer service messages within 24 hours
Researches and submits refund transactions for patient overpayments
Maintains stock and orders all office supplies for the department
Responsible for efficiently processing all return mail, no backlog
Coordinates bank bag submittal for daily deposit.
Distributes all incoming mail on a daily basis
As needed, revises patient information related to address changes, financial classes, insurance information, billing/follow-up schedules, etc
Works Medicare payment remittance (1500 only) advice by end of week received to identify denied payments and takes action to insure accurate balance for patient, appeals and/or secondary billing
Assures accurate and timely follow-up for financial class MH and financial class 9 accounts via the collector work file utilizing telephone contacts and other resources to determine claim status and takes appropriate action to ensure timely and accurate payments
CRITICAL THINKING
Receives forms and correspondence. Organized daily work activities, balancing demands of volume and priority items
Demonstrates a complete understanding of Insurance Department policies and procedures
Assumes personal responsibility for on-going continuing education and professional development
Always reports any problems with the normal work flow to the Supervisor
Demonstrates a complete understanding of all policies and procedures concerning the responsibilities of the Patient Inquiry position.
Assists other departmental employees by sharing pertinent information on new policies or procedures
NTERPERSONAL RELATIONS
Answers telephone and personal inquiries
Deals effectively with patients, insurance companies and others while always remaining tactful and friendly
Trains other employees as needed
Performs other duties as requested.
TECHNICAL TASKS
Answers all incoming calls to the Patient Financial Services Office; Investigates questions regarding patient liabilities or forwards information to appropriate person
Ensures appropriate discounts are applied to patient accounts
Assists with posting of adjustment transactions
Works with vendor agencies to ensure customer service and resolution of patient accounts
Returns phone and email customer service messages within 24 hours
Researches and submits refund transactions for patient overpayments
Maintains stock and orders all office supplies for the department
Responsible for efficiently processing all return mail, no backlog
Coordinates bank bag submittal for daily deposit.
Distributes all incoming mail on a daily basis
As needed, revises patient information related to address changes, financial classes, insurance information, billing/follow-up schedules, etc
Works Medicare payment remittance (1500 only) advice by end of week received to identify denied payments and takes action to insure accurate balance for patient, appeals and/or secondary billing
Assures accurate and timely follow-up for financial class MH and financial class 9 accounts via the collector work file utilizing telephone contacts and other resources to determine claim status and takes appropriate action to ensure timely and accurate payments
CRITICAL THINKING
Receives forms and correspondence. Organized daily work activities, balancing demands of volume and priority items
Demonstrates a complete understanding of Insurance Department policies and procedures
Assumes personal responsibility for on-going continuing education and professional development
Always reports any problems with the normal work flow to the Supervisor
Demonstrates a complete understanding of all policies and procedures concerning the responsibilities of the Patient Inquiry position.
Assists other departmental employees by sharing pertinent information on new policies or procedures
NTERPERSONAL RELATIONS
Answers telephone and personal inquiries
Deals effectively with patients, insurance companies and others while always remaining tactful and friendly
Trains other employees as needed
Performs other duties as requested.