Patient Billing/Services Representative II (Front Desk) - Orthopedic Surgery

Location: Saint Louis, MO 63129

About the role

The Patient Billing Services Representative II is the face of our department and often the first impression of Orthopedic Surgery. They are responsible for providing excellent customer service and creating a positive experience for all patients and visitors. This role involves ensuring all check-in and registration is complete and accurate, verifies insurance and referral needs, handles patient inquiries, checks patients out upon completion of their visit, and schedules appointments as needed. Works as a team to ensure operations run smoothly in our fast-paced clinics. This position requires evenings and some Saturday hours. It will be located in our new Sunset Hills location upon opening. May require local travel to cover other Orthopedic locations.

Responsibilities

• Deliver exceptional customer service with a positive, patient-centered attitude.
• Check in/check out scheduled patients. Ensure registration is accurate.
• Update and verify patient insurance, referrals, and demographic information in EPIC as needed.
• Schedule walk-in and same-day appointments.
• Collect copayments, DME payments, Self-pay/Pre-pay, and Past Due balances.
• Ensure good faith estimates are entered for self-pay patients in compliance with the No Surprise Billing Act.
• Balance cash drawer and prepare daily deposit.
• Complete required HIPAA training. Strictly adhere to HIPAA regulations and all Orthopedic/front desk policies.
• Complete all other University and department yearly training.
• Maintain familiarity with insurance companies and their requirements.
• Collaborate with our Pre-Arrival team to ensure insurance/referral information is obtained and accurate.

Working Conditions

• Normal office environment.
• Patient care setting.

Physical Effort: Typically sitting at desk or table. Repetitive wrist, hand, or finger movement.

Equipment: Office equipment.

Requirements

• High school diploma or equivalent high school certification or combination of education and/or experience.
• Billing Systems and Third-Party Claims and/or Medical Office Setting, Related Customer Service (3 years).
• Basic Life Support certification must be obtained within one month of hire date (Online BLS certifications, those without a skills assessment component, are not sufficient).

Skills

• Customer Service
• Effective Written Communication
• Epic EHR
• Financial Information
• Insurance
• Interpersonal Communication
• Interpersonal Relationships
• Medical Billing and Coding
• Medical Insurance Claims
• Office Organization
• Organizing
• Professional Etiquette
• Scheduling
• Team Collaboration

Pay

Salary Range: $17.89 - $26.35 / Hourly

The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade, and department budget.

Benefits

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Free Metro transit U-Pass for eligible employees.
• Defined contribution (403(b)) Retirement Savings Plan, combining employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more.

Family

• 4 weeks of caregiver leave to bond with your new child. Family care resources for continued childcare needs.
• Tuition coverage for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years.