The Patient Account Specialist reports to the Team Leaders or Section Leaders. The Patient Account Specialist is responsible for executing all duties for the Patient Statement Process which includes taking all inbound phone calls, researching patient issues, collecting from the patients, transitioning past due patient accounts to outside collections, responding to all patient inquiries via fax/email/calls, processing financial assistance and processing all correspondence.
***Bilingual (Spanish) Strongly preferred***
JOB REQUIREMENTS
Education
- High School Diploma or GED required
- Associate’s degree in business administration or related field preferred
Work Experience
- 1-2 years of Customer Service experience- required
- 2 years Medical Billing experience preferred
- Medical insurance billing and claims processing preferred
Required Licenses/Certifications
- CPAR – Certified Patient Account Representative preferred
Additional Knowledge, Skills and Abilities Required
- Hands on knowledge of CPT and ICD codes
- Excellent phone, communication, organizational skills, computer skills and mathematical skills
- Ability to maintain patient confidentiality
Additional Knowledge, Skills, and Abilities Preferred
- Epic or eClinicalWorks experience
- Experience with Microsoft Excel and Word
- Bilingual Preferred
ESSENTIAL FUNCTIONS
Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.
- Maintain Daily communication with Team Leaders/Section Leaders
- Maintain a high-level customer service approach to working with Accounts Receivable Specialists, payors and centers
- Establish and maintain a high-level customer service approach to working with all patients
- PAS will work each call to its conclusion including but not limited to working with other teams to research, review and respond to the patient’s needs and provide follow up within 24-hour period.
- PAS will be responsible for assigned reports that will be completed in the allotted timeframe. This will include but not limited to Bankruptcies, Death notifications, Agency Referral, Hold Reports, Cancellation reports, Payment Plan reports, statement requests, address mail changes and any other report that will need to be worked to complete patient record.
- PAS will be responsible for collecting unpaid balances
- PAS will be responsible for processing credit card payments.
- PAS are responsible for updating patient demographic information from returned mail and address
correction reports
Required knowledge, skills and abilities:
Customer service skills:
- Ability to represent the Department in a professional manner when interacting with patients, guests,
physicians and their staff - Ability to handle service issues professionally
- Ability to follow through with customers
Communication Skills:
- Ability to communicate effectively to patients about their medical conditions and the financial aspects of their care.
Keyboard skills:
- Ability to type proficiently
Teamwork:
- Ability to function effectively as extension of the Center
- Be flexible and open-minded in thought processes
- Maintain focus under pressure
- Share relevant information with other employees
- Volunteer to assist others when time permits
Medical Terminology & Insurance
- Ability to understand basic medical terminology
- Ability to calculate deductible and co-insurance correctly
- Ability to read and understand carrier Explanation of Benefits
All other duties as assigned.
Note: this job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.
Internet Requirements for Remote Call Center Employees
To ensure optimal and a seamless customer experience, the following internet connection requirements must be met by all the call center employees working from home.
- Connection Type:
- A hardwired (Ethernet) connection is mandatory to ensure stability and reliability.
- Wireless (Wi-Fi) connections are not permitted for work purposes due to potential signal fluctuations, interference, and latency issues.
- Minimum Internet Speed:
- Download speed: At least 100 Mbps
- Upload speed: At least 10 Mbps
- These speeds are required to handle voice, video calls, and data transmission simultaneously.
- Latency (Ping):
- The network latency must not exceed 100ms to avoid delays in communication.
- Internet Service Provider (ISP):
- The employee must subscribe to a reliable ISP that provide high-speed broadband services (e.g.,Fiber Optic, Cable).
- DSL, satellite, or mobile hotspot connections are not recommended due to higher latency and potential service disruption.
- Backup Internet Connection (Optional but Recommended):
- Employees should have a backup internet source (e.g.,secondary broadband or mobile data) in case of primary service disruption.
- Testing and Compliance:
- Employees are required to perform a speed test using a reliable tool (such as Speedtest by Ookla) before the start of their shifts.
- A record of compliance may be requested periodically to ensure adherence to these guidelines.
- Equipment:
- Employees are responsible for ensuring that they have the appropriate modem, router, and Ethernet cable to meet these standards.
- The router should be placed in a location that minimizes interference and maximizes the signal strength to the modem.