Customer Service Account Representative

eisenhower; United States; On-site; USD 26,000 - 39,000; Full time

Job summary

Eisenhower is seeking a full-time Associate in Patient Financial Services to engage in payment collection and balance resolution for self-pay and insured accounts. The role requires a high school diploma or GED and favors experience in hospital or clinic billing with knowledge of revenue cycle processes.

The position emphasizes analyzing financial data, maintaining interdepartmental relationships, and meeting cash collection goals while adhering to compliance standards.

Qualifications

• Must be able to analyze data and interpret financial reports.
• Develop and maintain interdepartmental relationships to support operations.
• Demonstrate decision making and problem solving in financial workflows.
• Understand regulations from various governing agencies and apply them.
• Maintain sound fiscal management aligned with department goals.
• Strong written and verbal communication with team and patients.

Responsibilities

• Demonstrates compliance with Code of Conduct and policies; escalates issues as needed.
• Manages new accounts and contacts to solicit payment per policy.
• Adjusts or refunds balances to correct account status.
• Monitors daily bad debt and bankruptcy lists to promote collections.
• Maintains account inventory and resolves unpaid balances within timelines.
• Receives mail and calls from patients regarding accounts.
• Discusses payment plans and financial assistance when appropriate.
• Records insurance plans and processes accounts accordingly.
• Keeps precise notes on account status and anticipated resolution dates.
• Escalates complex issues to Customer Service Manager.
• Documents Promise to Pay and tracks against cash goals.
• Performs other duties as assigned.

Skills

Data analysis

Financial reports

Interdepartmental relations

Decision making

Regulatory knowledge

Fiscal management

Communication skills

Education

High school diploma or GED

Job description

Default Work Shift

Day (United States of America)

Hours

40

Salary range

$19.28 - $28.54

Schedule

Full Time

Shift Hours

8 Hour employee

Department

Patient Financial Services

Job Objective

Engaged in activities relating to the collection of payment and/or resolution of self-pay balance accounts.

Education

Required: High school diploma, GED or higher level degree

Licensure/Certification

N/A

Experience

Preferred: Experience in a hospital and/or clinic setting; self-pay or insurance billing/collection experience or billing certification or course work

Reports To

Manager-Patient Financial Services

Supervises

N/A

Ages of Patients

N/A

Blood Borne Pathogens

Minimal/ No Potential

Skills, Knowledge, Abilities

Ability to analyze data, read and interpret financial reports, Able to develop and maintain interdepartmental relationships, Decision making skills, Knowledge of all phases of occupational therapy operations, Knowledge of regulations regarding various governing agencies (CAP, JCAHO, OSHA, CLIA), Understands financial and productivity standards to ensure sound fiscal management is consistent with the goals of EMC, Written and verbal communication skills

Essential Responsibilities

1. 1. Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
2. 2. Manages new accounts, on a daily basis, by working within Receivables Workstation. Contacts patient and/or account guarantor to solicit payment on account.
3. 3. Manages new credit balance accounts daily and prepares adjustments or refunds to zero the account balance.
4. 4. Works all accounts listed in on the daily bad debt and bankruptcy list, on a daily basis to promote collection of accounts. This will include telephoning the payer or identifying the claim on the payers' Internet location.
5. 5. Manages entire account inventory on a timely basis to promote payment and resolution of all accounts prior to ninety days from date of billing.
6. 6. Receives and reacts to incoming mail and telephone call from patients regarding assigned accounts.
7. 7. Works with patients in regards to extended payment plans and/or financial assistance packages.
8. 8. Records newly identified insurance plans and facilitate the account processing of new plan in accordance with pre-billing policies and procedures.
9. 9. Records accurate and definitive notes in the electronic account file that depict the current status of account, issues with account and anticipated date of resolution.
10. 10. Escalates account management to Customer Service Manager when extraordinary issues arise.
11. 11. Obtains and records "Promise to Pay" amounts on a daily basis that are consistent with the cash collection goals of the department.
12. 12. Performs other duties as assigned.