Patient Account Representative

The Patient Account Representative is responsible for providing effective customer service for internal and external customers by using in-depth knowledge of patients' outstanding balances, resolving patient issues and billing questions, and communicating effectively with team members within the Collections Department.

Essential Duties & Responsibilities

• Ensure excellent customer service through communication and coordination with team members or other departments to resolve issues.
• Handle incoming calls from patients regarding statements, EOBs, and/or services received at Altus facilities.
• Process patient refunds and review account adjustments.
• Conduct incoming and outgoing Tier One collection calls to check claim status and obtain payment from insurance companies, patients, vendors, and responsible parties.
• Conduct routine audits on medical records processes to ensure compliance requirements are met.
• Ensure accounts are worked timely and documentation is kept up to date.
• Negotiate payment plans according to specified guidelines.
• Field complaints related to facility/clinical care, standards, HIPAA, red flag rules, and other patient concerns; record complaints and forward them to the appropriate manager.
• Follow up with patients to ensure changes were made to resolve complaints or issues.
• Monitor and run daily and monthly reports on assigned facilities to ensure balances are due to patients' in-network Emergency Room benefits and update account status.
• Complete patient, physician, and other medical records requests.
• Perform other duties as assigned.

Safety / Infection Control

• Demonstrate knowledge of and adhere to regulations and Emergency Center policies and procedures pertaining to safety, emergency preparedness, infection control, OSHA, fire safety, and hazardous materials.

Performance Improvement

• Participate in performance improvement activities as necessary.

Customer Service Expectations

• Maintain confidentiality of patient-related issues and adhere to HIPAA rules and regulations.
• Demonstrate effective interpersonal skills.
• Treat all patients, visitors, and staff members fairly and with respect.
• Use effective communication methods and skills.
• Explain procedures, treatments, and care while remaining aware of language barriers.
• Provide care in a non-judgmental manner and recognize discrepancies between patient and personal beliefs.

Emergency Center Policy

• Maintain a business casual and professional appearance at all times.
• Wear Emergency Center identification badge visibly above the waistline.
• Attend all required meetings and in-service education.
• Remain flexible in staffing patterns and resolution of staffing conflicts; participate in temporary assignments.
• Comply with attendance standards.
• Demonstrate flexibility when assignment changes are necessary.