Patient Account Rep Full Time Days

Description

Under direct supervision, the Patient Account Representative performs tasks related to the collection of outstanding patient account balances at Torrance Memorial Medical Center, while maintaining excellent customer relations.

• Reviews status of work queues and prioritizes job functions to ensure timely follow-up on patient accounts.
• Receives and answers inquiries from patients and insurance companies regarding charges and/or billing discrepancies.
• Answers telephone calls in a timely manner, ascertain needs, and route calls, as appropriate.
• Addresses customer complaints and concerns promptly.
• Drafts and updates all conversations with customers in a prompt and concise manner.
• Updates and corrects any demographic, insurance, or other changes necessary based on verified information to maintain accurate accounts.
• Adheres to credit and collection policy and procedures.
• Maintains working knowledge of payer requirements in order to communicate this information to departments and to patients, as needed.
• Explains Business Office policies and procedures to patients, families, physicians, and other hospital departments.
• Promotes positive customer relations.
• Contributes to the overall success of the Business Office by meeting or exceeding collection goals.

Department Specific Competencies

• Interprets patient insurance benefit information and can explain the amount allowed and paid by the customers insurance plan and how the amount owed by the patient was determined.
• Performs follow-up calls on patient balances prior to account being sent to the collection agency.
• Affords assistance to patients by setting up payment plans or providing guidance on Financial Assistance program.
• Makes outbound collection calls when the inbound call activity permits.
• Sends refund requests from the patient or guarantor to the appropriate Patient Account Representative.
• Escalates departmental problems to the Self-pay Manager.

Experience

• Number of Years Experience: 5
• Type of Experience: Minimum of 5 years of experience in hospital business office self-pay collections.

Compensation Range

• $25.00 - $35.04 / Hour