Patient Service Representative
Located in Medford, OR
The primary purpose of the Patient Service Representative is to represent clients and collection vendor contact. Managing the entire patient experience with accurate financial analysis of patient accounts and timely responses resulting in effective account resolution will provide excellent customer satisfaction throughout the entire process. Professional and revenue cycle management acumen is essential in this key position as this resource is a representation of the organization to both patients and clients.
- Reports to work as scheduled and on time per policy with predictable regular attendance. Time away from work is approved and taken in accordance with established policies.
- Takes all reasonable steps to maintain confidentiality of all information related to patients, medical staff, employees, and as appropriate, other information, ensuring compliance with HIPAA mandates.
- Demonstrates positive interpersonal communications in dealing with all others. Recognizes and respects differences in the workplace. Demonstrates openness, sensitivity and commitment to the coworkers, patients, family members, and any other visitors.
- Consistently demonstrates and incorporates principles of safety and infection control into daily activities. Maintains current knowledge of disaster policies and participates appropriately in disaster drills. Expresses and applies principles of body mechanics to prevent injury and accidents.
- Displays consistent commitment to customer service and teamwork. Displays personal behavior that has a positive impact for the team.
- Demonstrates personal commitment to staying current in field of knowledge, expanding knowledge and skill, and contributing to organizational success.
- Displays ability to work in an ever-changing environment and participate constructively in change processes.
- Provide optimal customer service while analyzing patient accounts and providing financial counseling to patients resulting in efficient account resolution.
- Manage payment processing including credit card transactions, budget plan setup and prompt pay discounts based on poverty guidelines or charity care policies.
- Consult with patients face-to-face regarding billing issues and concerns ensuring complete resolution and customer satisfaction.
- Review delinquent accounts and handle patient notification, ensuring delinquent balance resolution.
- Manage indigent/charity care process through administration of policies and procedures, following governmental guidelines, to ensure charity care to all patients based on their poverty level.
- Manage collection agency contractual obligations through effective communications and patient account placement or removal to maintain effective collection efforts for all client.
- Negotiate attorney settlements on patient balances related to liability cases.
- Manage resolution of bankruptcy and all other correspondence regarding patient account balances.
- Manage distribution of attorney, liability and disability requests to vendor for processing.
- Process assigned insurance work queue accounts to ensure timely account resolution.
- Maintain regulatory compliance by staying abreast of current trends and regulations in the financial and healthcare industries.
- Promote a culture that reflects the organization’s values, encourages good performance, and enhances productivity.
- Contribute to team effort by accomplishing related results as needed.
- Perform other duties as assigned.
- High School diploma or General Education Degree (GED); and
- Two to five years related healthcare experience and/or training; or equivalent combination of education and experience.
- Intermediate computer proficiency, including Microsoft Excel, is required in this role.
Knowledge, Skills and Abilities
- Communication skills: Able to read, analyze and interpret general business information and correspondence, including regulations, manuals, reports and professional journals. He/she must also be able to write business correspondence, as well as present and communicate complex information and data to others effectively.
- Reasoning Ability: Able to define problems, collect data, establish facts, and draw valid conclusions. He/she must also be able to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Responsibility for Errors: Properly analyze and adjust patient account balances to prevent unfavorable fiscal performance compared to financial objectives. Loss of revenue could be a consequence, depending on the scope of a particular circumstance.
- Routine Contact with Others: The person in this role will represent clients by working collaboratively with patients, private attorneys, the District Attorney’s office the State Disability office, the State Victims Compensation office, county social workers, hospitals, physicians and insurance representatives.
- Confidential Data: This position has high level access to confidential data pertaining to patients. Failure to safeguard the aforementioned could negatively impact the company significantly, as the company could be liable for HIPAA violations and other related infringements.
- Special Equipment: Job duties require use of a computer (Microsoft Office Suite 2007 – Excel, Word; Imagine – Billing software); 10-key calculator, copier/fax/scanner, printer and phone.
Express Office: Medford
3523 Arrowhead Drive
Medford, OR 97504