Job Description

This position represents the Patient Financial Services department to all customers (patients, vendors, physicians, etc.) and demands the knowledge and practice of customer service excellence. The position is responsible for answering all incoming calls to Patient Financial Services. The position also performs account review and follow-up.

1. TECHNICAL TASKS
   1. Answers all incoming calls to the Patient Financial Services Office; Investigates questions regarding patient liabilities or forwards information to appropriate person
   2. Ensures appropriate discounts are applied to patient accounts
   3. Assists with posting of adjustment transactions
   4. Works with vendor agencies to ensure customer service and resolution of patient accounts
   5. Returns phone and email customer service messages within 24 hours
   6. Researches and submits refund transactions for patient overpayments
   7. Maintains stock and orders all office supplies for the department
   8. Responsible for efficiently processing all return mail, no backlog
   9. Coordinates bank bag submittal for daily deposit.
   10. Distributes all incoming mail on a daily basis
   11. As needed, revises patient information related to address changes, financial classes, insurance information, billing/follow-up schedules, etc
   12. Works Medicare payment remittance (1500 only) advice by end of week received to identify denied payments and takes action to insure accurate balance for patient, appeals and/or secondary billing
   13. Assures accurate and timely follow-up for financial class MH and financial class 9 accounts via the collector work file utilizing telephone contacts and other resources to determine claim status and takes appropriate action to ensure timely and accurate payments
2. CRITICAL THINKING
   1. Receives forms and correspondence. Organized daily work activities, balancing demands of volume and priority items
   2. Demonstrates a complete understanding of Insurance Department policies and procedures
   3. Assumes personal responsibility for on-going continuing education and professional development
   4. Always reports any problems with the normal work flow to the Supervisor
   5. Demonstrates a complete understanding of all policies and procedures concerning the responsibilities of the Patient Inquiry position.
   6. Assists other departmental employees by sharing pertinent information on new policies or procedures
3. NTERPERSONAL RELATIONS
   1. Answers telephone and personal inquiries
   2. Deals effectively with patients, insurance companies and others while always remaining tactful and friendly
   3. Trains other employees as needed
   4. Performs other duties as requested.

Education - High school graduate