The Patient Accounts Representative is responsible for the collection of outstanding patient balances, creating reasonable payment arrangements, handling and resolving incoming inquiries from patients, insurance carriers and/or physician offices. The representative will utilize ColumbiaDoctors’ practice management system to review and update patient accounts accordingly as well as correct billing issues and reprocess claims on the patient’s behalf.
Handling large volume of patient calls, address and follow up in a timely manner as well as ensure patient return calls are completed within the same business day. Obtain all insurance/ demographic/ guarantor information, update registration in billing software, informing patients of insurance and billing protocols. Establishes payment arrangements according to pre-set guidelines; documents terms in billing software.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits. Proactively escalates billing and collection problems as needed.
Meet Customer Service team targets and call handling quotas. Follow communication procedures, guidelines and policies.
Maintains a thorough working knowledge of all aspects of billing and collections.
High school graduate or GED certificate.
Minimum of 6 months to one year experience in a physician billing or third party payor environment.
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication skills, professional phone manner
Ability to multi-task, prioritize, and manage time effectively
Knowledge of contracts, insurance billing requirements and HCFA 1500 claim forms, HMOs, PPOs, Medicare, Medicaid and compliance program regulations.
Functional knowledge of basic computer operation and keyboard functions.
Ability to work independently.
Some knowledge of electronic billing systems.
Must be a motivated individual with a positive attitude and exceptional work ethic.
Computer software skills (i.e. ETM (IDX), Microsoft Word, Excel and E-mail, etc.).