Overview
The Patient Account Representative is responsible for managing patient accounts to ensure timely resolution. This role requires a solid understanding of the revenue cycle, from account creation through payment. The representative will follow up on claim submissions, review remittances for insurance collections, and pursue disputed balances from government and non-government entities. Basic knowledge of Commercial, Managed Care, Medicare, and Medicaid insurance is preferred. The position requires adaptability in a dynamic environment and the ability to resolve accounts with minimal assistance.
Responsibilities
- Perform assigned duties professionally, interacting with insurance plans, patients, physicians, attorneys, and team members as needed.
- Utilize computer systems and payer websites to gather data and determine appropriate account actions.
- Use available job aids to support patient accounting processes.
- Document clear and concise notes regarding claim status and actions taken.
- Meet daily productivity and quality standards as set by leadership.
- Identify and communicate issues such as system access problems, payer behavior, workflow inconsistencies, or other collection opportunities.
- Provide support to team members during absences or backlogs.
- Research accounts using patient accounting applications and internet resources.
- Contact third-party payors and/or patients via phone, email, or online to resolve uncollected balances.
- Problem-solve issues to generate revenue and reduce rework.
- Update plan IDs, adjust patient or payer demographic/insurance information, and document account details.
- Request additional information or documentation as needed.
- Review contracts to identify billing or coding issues and request re-bills or corrected bills.
- Take appropriate actions to resolve accounts or open dispute records for further research.
- Maintain current desk inventory without backlog while achieving productivity and quality standards.
- Assist with special projects and communicate findings.
- Recognize and respond to potential delays or trends with payors to avoid aging accounts.
- Escalate payment delays or problem accounts to supervisors in a timely manner.
- Participate in meetings, training seminars, and in-services to develop job knowledge.
- Respond promptly to emails and telephone messages.
- Ensure compliance with state and federal laws and regulations related to managed care and third-party payors.
Requirements
- High school diploma or equivalent; some college coursework in business administration or accounting preferred.
- 1-4 years of medical claims and/or hospital collections experience.
- Minimum typing speed of 45 words per minute.
- Thorough understanding of the revenue cycle process, including patient access, billing, insurance appeals, and collections.
- Intermediate skills in Microsoft Word and Excel.
- Ability to quickly learn hospital systems such as ACE, VI Web, IMaCS, and OnDemand.
- Clear and professional communication skills, both oral and written.
- Strong interpersonal skills.
- Above average analytical and critical thinking abilities.
- Ability to make sound decisions.
- Knowledge of Commercial, Managed Care, Medicare, and Medicaid collections.
- Intermediate knowledge of managed care contracts, contract language, and federal and state requirements for government payors.
- Familiarity with terms such as HMO, PPO, IPA, and Capitation and their claim processing.
- Intermediate understanding of Explanation of Benefits (EOB).
- Intermediate understanding of hospital billing forms (UB04) and familiarity with HCFA 1500 forms.
- Ability to problem solve, prioritize duties, and follow through on assigned tasks.
Physical Demands
- Ability to sit and work at a computer terminal for extended periods.
- Work performed in an office/team environment.
Work Environment
- Call center environment with multiple workstations in close proximity.
Compensation & Benefits
- Pay range: $15.80 - $23.70 per hour, depending on location, qualifications, and experience.
- Position may be eligible for a signing bonus for qualified new hires.
- Time and a half pay for observed holidays.
- Benefits include medical, dental, vision, disability, and life insurance.
- Paid time off (minimum 12 days per year, accruing approximately 1.84 hours per 40 hours worked).
- 401(k) plan with up to 6% employer match.
- 10 paid holidays per year.
- Health savings accounts, healthcare and dependent flexible spending accounts.
- Employee assistance and discount programs.
- Voluntary benefits such as pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder and childcare, AD&D, auto and home insurance.
- For Colorado employees, paid leave in accordance with Colorado’s Healthy Families and Workplaces Act.
Additional Information
- Candidates may be required to obtain and provide confirmation of all required vaccinations and screenings prior to employment, including but not limited to COVID-19 and influenza vaccinations.
- Employment practices comply with all applicable laws and regulations and do not discriminate based on legally protected statuses.
- Reasonable accommodations are available for qualified individuals with disabilities.