Customer Service Associate

Bryan Health; Lincoln (NE); On-site; USD 35,000 - 52,000; Full time

Job summary

Bryan Health is seeking a Patient Financial Services associate to handle billing inquiries and help patients and families with financial arrangements. You will support collection policies, assist with payment contracts, and scan correspondence into the PFS data system.

Essential duties include responding to phone inquiries, verifying demographic/insurance data, and processing financial options. Requires a high school diploma with healthcare/customer service preferred and the ability to maintain

Qualifications

• High school diploma or equivalency required.
• Associates degree in business or accounting preferred.
• Prior experience in healthcare or customer service preferred.

Responsibilities

• Responds to telephone inquiries about billing and accounts.
• Assists with payment arrangements and financial screening.
• Researches and updates patient demographics and insurance information.
• Opens/scans mail and processes it into the PFS system.
• Performs cashiering when handling patient payments.
• Ensures compliance with privacy regs when handling PHI and financial data.

Skills

Patient accounting

Financial counseling

Communication skills

Confidentiality

Education

High school diploma

Associates degree in business/accounting

Tools

Accounting software

Job description

General Summary

Represents Patient Financial Services (PFS) by answering the phone and by responding to written and face-to-face inquiries related to billing. Assists patients and their families, attorneys, collection agencies, insurance companies, government agencies and other medical providers with questions concerning patient billing, collection policies, demographic details, financial screening and other related questions. Establishes payment arrangements, including promises to pay, payment contracts, loan programs, and financial assistance on patient accounts per departmental policies. Reviews, processes, comments and scans all written correspondence received by Patient Financial Services into PFS data management system.

General Summary

Represents Patient Financial Services (PFS) by answering the phone and by responding to written and face-to-face inquiries related to billing. Assists patients and their families, attorneys, collection agencies, insurance companies, government agencies and other medical providers with questions concerning patient billing, collection policies, demographic details, financial screening and other related questions. Establishes payment arrangements, including promises to pay, payment contracts, loan programs, and financial assistance on patient accounts per departmental policies. Reviews, processes, comments and scans all written correspondence received by Patient Financial Services into PFS data management system.

Principal Job Functions

• *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
• *Responds to all general telephone inquiries to Patient Financial Services including checking account balances, payment arrangements, screening for financial assistance, insurance questions and collection policy inquiries; forwards callers to the appropriate departments/personnel as necessary.
• *Evaluates and reviews financial options, including full payment, loan programs and payment arrangements with patients/guarantors.
• *Researches, verifies and updates as necessary the accuracy of patient demographic and insurance information, prior correspondence, contacts and payments.
• *Researches patient concerns and complaints to establish resolution and responses by phone, in person, or by mail correspondence within a timely manner; refers to Patient Experience Specialists as appropriate.
• Opens, sorts and scans daily mail received by PFS; may follow-up with correspondence or phone call as needed.
• Processes returned mail and may attempt to locate guarantors with return mail or bad addresses.
• Scans documents into document imaging system, as needed.
• Performs cashiering functions by receipting money received for patient payments on hospital, non-patient services and general fund deposits, as needed.
• Researches and evaluates patient credit balances and send refund payments, as needed.
• Follows Medical Center protocols in communicating and releasing patient protected health and financial information.
• Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk “*”).

Required Knowledge, Skills And Abilities

• Knowledge of patient accounting operations and quality improvement techniques.
• Knowledge of credit and collection laws and practices, third party payer regulations, and Joint Commission regulations.
• Knowledge of federal regulations including COBRA, HIPAA, Medicare, Medicaid and Bryan Medical Center's Corporate Compliance Plan.
• Knowledge of computer hardware equipment and software applications relevant to work functions.
• Ability to maintain confidentiality relative to sensitive information and documents.
• Ability to communicate effectively both orally and in writing.
• Ability to plan, prioritize and coordinate multiple tasks.
• Ability to establish and maintain effective working relationships with all levels of personnel, medical staff, volunteer and ancillary departments.
• Ability to keep current on all policies, procedures and regulations affecting Patient Accounts operations through departmental training and staff meetings.
• Ability to maintain regular and punctual attendance.

Education And Experience

High school diploma or equivalency required. Associates degree in business or accounting-related field preferred. Prior experience in healthcare or customer service preferred. Must be 19 years of age to witness legal consents.

Physical Requirements

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.) (DOT) – Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.