Job Description

Full time (40 hours weekly)

Monday-Friday 7:30AM-4:00PM

General Summary

Represents the System in a professional manner, using good customer service practices in the performance of the following duties: Is responsible for the and maintenance of patient accounts. Performs a variety of functions including, but not limited to, account follow-up, answering inquiries, resolving problems, updating patient information and insurance, and working with patients to ensure timely and accurate application of payments and refund processing.

Duties and Responsibilities

Essential Functions:

• Corrects financial and biographical information that has been improperly entered into the system.
• Reviews and issues patient refunds based off outstanding balances on patient accounts.
• Reviews and issues refunds to patient HSA accounts.
• Reviews and processes NSF and other financial information relayed from the Finance Department.
• Reviews outstanding credit balances in order to apply to other outstanding patient accounts.
• Reviews and posts necessary adjustments to patient accounts to maintain accuracy.
• Reviews and communicates to outside departments all missing charges noted on an account.
• Maintains knowledge of Legacy and Third-party systems needed to process patient refunds and transfer outstanding balances between such systems.
• Makes patient contact through phone or letter to make patients aware of return checks and makes updates to demographic information if necessary.
• Reviews and maintains special programs issued throughout the system.
• Reviews escalated self-pay accounts and takes appropriate corrective action to include follow up, and/or communication with other departments or service lines depending upon the concern.
• Answers all inquiries regarding patient accounts for ALL WellSpan hospital (8) and professional locations.
• Reviews and processes escalated or urgent self-pay credits.
• Reviews and confirms accuracy of self-pay accounts that have flowed to bad debt and alerts appropriate staff if there is an error.
• Processes/posts prompt pay discounts that were not completed at time of service.
• Reviews and completes emails directly to each staff within 24-48 hours via Outlook.
• Completes payment research request for payments not posted or accounted for in Epic or legacy systems. Will post to patient account if warranted.
• Reviews and updates return mail from returned daily statements issued to patients/guarantors.
• Reviews and maintains personal follow-up work queues.
• Special projects as assigned.

Common Expectations:

• Types and/or compiles correspondence and reports, photocopies information, files information, answers the telephone, takes messages and directs calls.
• Prepares and maintains records of patient charges.
• Maintains appropriate records, reports, and files as required.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Participates in educational programs and in-service meetings.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year Relevant experience. Required

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills.

Benefits Offered:

• Comprehensive health benefits
• Retirement savings plan
• Paid time off (PTO)
• Education assistance
• Financial education and support, including DailyPay
• Expanded Paid Parental Leave

For additional details: Benefits & Incentives | WellSpan Careers (joinwellspan.org)

WellSpan Health’s vision is to reimagine healthcare through the delivery of comprehensive, equitable health and wellness solutions throughout our continuum of care. As an integrated delivery system focused on leading in value-based care, we encompass more than 2,300 employed providers, 250 locations, nine award-winning hospitals, home care and a behavioral health organization serving central Pennsylvania and northern Maryland. Our high-performing Medicare Accountable Care Organization (ACO) is the region’s largest and one of the best in the nation. With a team 23,000 strong, WellSpan experts provide a range of services, from wellness and employer services solutions to advanced care for complex medical and behavioral conditions. Our clinically integrated network of 3,000 aligned physicians and advanced practice providers is dedicated to providing the highest quality and safety, inspiring our patients and communities to be their healthiest.