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Job Description
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The Patient Account Representative is a key function supporting the companyxe2x80x99s 1st Party clients. The role is responsible for communicating by phone with patients for the purpose of collecting and managing patient accounts. Through ongoing database maintenance, the Patient Account Representative ensures the timely receipt of claim payments and minimizes bad debt accrual. In this capacity, the Patient Account Representative provides outstanding customer service to customers and vendors through effective and timely communication.
PRIMARY RESPONSIBILITIES
- Treat all consumers with dignity and respect.
- Persuades consumers to pay and/or set up payment arrangements and settlements on deficiency account balances, while aiding in resolving negative credit history reporting for our consumers.
- Utilize the scripted opening when the right party is reached. This includes identifying the consumer, identifying company, and asking for payment on the account.
- Negotiate payment terms and methods when the right party is reached. The negotiation process often requires reviewing account information in the database, and/or asking probing questions of the consumer in order to better understand potential objections to payment.
- Update the customer record with new information, record the call result or disposition, as well as any relevant notes about the call via the menu or narrative section of the system.
- Make outbound and receive inbound calls using a company provided system to gather or clarify information.
- Execute verbal skip-tracing procedures when non-right party is reached. This includes asking for home address, home telephone number, and place of employment.
- Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and “leading practices”.
- Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail.
- Maintain supporting chronological notes that detail action taken to resolve outstanding account balances.
- Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.
- Performs other duties as assigned.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- High school diploma or equivalent required.
- Ability to communicate clearly and briefly, utilizing proper grammar and telephone etiquette.
- Prior PC and keyboard knowledge is a mandatory requirement.
- Ability to compute basic math calculations using addition, subtraction, multiplication, division, and percentages.
SKILLS & ABILITIES
- Exceptional customer service skills consisting of verbal and written communication.
- Ability to converse and respond to common inquiries from consumers and members of the public.
- Ability to write business-related documents such as letters, emails, and other business correspondence as needed.
- Analytical and problem-solving skills.
- Strong individual work ethic possessing the ability to work within a team highly driven, self-starter with the ability to work independently as well as contribute to a team environment.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
LANGUAGE SKILLS
- Ability to converse and respond to common inquiries from senior management as well as all other internal customers.
- Ability to write business-related documents such as letters, emails, and other business correspondence as needed.
REASONING ABILITY
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, see and hear. The employee frequently is required to use hands to dial a telephone, utilize a computer keyboard and mouse, and operate office equipment. The employee is occasionally required to stand, walk, and reach with hands and arms, as well as lift up to 20 pounds.
WORK ENVIRONMENT The employee works in a temperature-controlled office environment. The employee sits at a desk during regularly scheduled work hours, answers and makes telephone calls using a standard telephone, types on a standard keyboard, and reads and comprehends information from a computer terminal and/or written resources.
COMPENSATION & BENEFITS
- Market competitive compensation program.
- Health, Gym discounts, Dental, Vision, Life, Health Savings Account, Flexible Spending Account, 401(k), Paid Time Off, Paid Holidays, & More.
The company extends equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual’s age, race, color, sex, religion, national origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other reason prohibited by law.
Qualifications
Behaviors
Preferred
Team Player : Works well as a member of a group
Innovative : Consistently introduces new ideas and demonstrates original thinking
Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well
Dedicated : Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred
Work-Life Balance : Inspired to perform well by having ample time to pursue work and interests outside of work
Flexibility : Inspired to perform well when granted the ability to set your own schedule and goals
Self-Starter : Inspired to perform without outside help
Growth Opportunities : Inspired to perform well by the chance to take on more responsibility
Ability to Make an Impact : Inspired to perform well by the ability to contribute to the success of a project or the organization
Education
Preferred
High School or better.
Experience
Preferred
Less than 1 year: How many years do you have in customer service?
