Patient Financial Services Counselor (FT 32 HRS.) 2IC02

Penobscot Valley Hospital; Lincoln (ME); On-site; USD 30,000 - 60,000; Full time

Job summary

Penobscot Valley Hospital in Maine is seeking a full-time, 32-hour-per-week Billing Specialist to support self-pay accounts, patient billing, and payment arrangements. The role requires strong customer service, precise data entry, and the ability to explain hospital billing guidelines to patients.

This non-exempt, union position involves in-person and phone-based assistance, cross-training, and quality improvement duties, with responsibilities for pre-collect activity, payroll deduction

Qualifications

• Previous office experience.
• Proficient typing (40 wpm).
• Knowledge of medical terminology preferred.
• Excellent organizational and communication skills.

Responsibilities

• Self pay account follow up and patient billing support.
• Patient financial counseling and payment arrangements.
• Pre-collect and early collection activity.
• Payroll deduction accounts.
• Liability billing follow-up.
• In-person patient payment support.
• Telephone support and issue resolution.
• Department coverage and cross-training support.
• Quality improvement, emergency preparedness, and other duties.

Skills

Billing support

Customer service

Communication

Education

High school graduate

Tools

CPSI

Athena

Job description

Description

2IC02

PVH employment application required. All job offers contingent upon background check and completion of pre-employment physical.

Positionis full time, 32 hours. Hourly rate, non-exempt, union.

JOB FUNCTIONS

1. Self pay account follow up and patient billing support

• Receives account work from the Patient Account Representative, PFS coordinator, or reports.
• Reviews accounts for insurance information, payment arrangements, late charges, financial assistance eligibility, and other factors affecting patient responsibility.
• Researches missing or incomplete coverage information and contacts physician offices or other appropriate sources as needed.
• Checks MaineCare eligibility and other available coverage resources as appropriate.
• Ensures bills and related correspondence are directed to the appropriate guarantor.

1. Patient financial counseling and payment arrangements

• Replies to patients directly or through partner escalation regarding outstanding balances and explains billing status, patient responsibility, and available payment options.
• Discusses hospital payment guidelines with patients and provides related forms and financial information sheets as appropriate.
• Evaluates account circumstances and establishes payment arrangements within approved policy parameters.
• Communicates approved payment terms to patients and documents final arrangements.
• Identifies accounts that may qualify for financial assistance and refers or routes them for application processing as appropriate.

3. Pre-collect and early collection activity

• Identifies accounts appropriate for pre-collect activity based on report from partner and in accordance with hospital policy.
• Screens accounts prior to bad debt collection placement by identifying recent payments, payment plans, pending financial assistance, disputes, coverage issues, or other conditions requiring review.

4. Payroll deduction accounts

• Prepares and sends payroll deduction authorization forms to employees for completion.
• Sets up and maintains eligible accounts for payroll deduction processing.
• Forwards appropriate documentation to Accounts Payable and supports follow-up as needed.

5. Liability billing follow-up

• Identifies accounts requiring liability billing follow-up.
• Sends releases or related forms to patients or guarantors for completion.
• Upon receipt of completed documentation, forwards claims or billing information to the party responsible.
• Follows up on unresolved liability accounts and sends additional notices as appropriate.
• Tracks liability accounts and maintains a current spreadsheet or other tracking log reflecting account status and next steps.

6. In-person patient payment support

• Receives payment from patients who present to the department for CPSI, Athena, or other applicable patient accounts.
• Provides face-to-face assistance to answer billing questions and resolve routine patient account concerns.
• Supports patients with payment arrangements and directs them to appropriate resources for unresolved or specialized issues.

7. Telephone support and issue resolution

• Serves as a primary resource for incoming patient billing calls.
• Works with patients to answer questions and resolve billing concerns in a professional and courteous manner.
• Collects payments by phone as appropriate.
• Routes information or unresolved issues to the appropriate co-worker or department for further action.

8. Department coverage and cross-training support

• Provides coverage for the Patient Account Representative during absences as assigned.
• Reviews initial placements, reviews registration review reports, and makes needed corrections during coverage periods.
• Processes financial assistance or charity care applications during coverage periods as assigned.

9. Quality improvement, emergency preparedness, and other duties

• Works on additional projects as needed.

Quality Improvement: Actively participates in the Hospital-wide Quality Improvement Program, actively supports and implements Department-specific Quality improvement initiatives and projects, recommends process improvement as appropriate, reports any quality issues in service delivery and consistently commits to a focus on quality improvement and organizational excellence.

Disaster Management: As an employee of Penobscot Valley Hospital, the position has an inherent role to care for our community members when in need. To this regard, the incumbent will be expected to participate in emergency/disaster preparedness planning and drills as requested. When called upon during a real life disaster/emergency event, the incumbent will be expected to participate in the Hospital’s response to this event, within the scope of professional and personal ability to do so.

Benefits

• PVH has a Section 125 Cafeteria Benefits Plan and pays a portion of the cost of our health plan, dental, basic life, and disability insurance for employees with 30+authorized hours and provides partial subsidy for dependent healthinsurance.
• Part-time employees are eligible to, and disability coverage and are eligible to participate in the health insurance plan.
• Other benefits include a 403(b) plan and earned time off accrual.

Requirements

Previous office experience. Proficient use of typewrite (40 wpm), computers and calculators. Excellent organizational and communication skills required. Knowledge of medical terminology preferred. Able to establish priorities. High school graduate.