AVAILABLE POSITIONS
PATIENT ACCOUNT REPRESENTATIVE
Title: Patient Account Representative
FSLA:Â Non-Exempt
Reports To:Â Patient Services Supervisor
Mission: To Provide the residents of our communities the highest quality, state-of-the-art and comprehensive Orthopaedic care.
Customer Service:
- Operate within the concept of patient focused care
- Anticipate patient needs
- Deliver caring timely service with positive body language
- Responds promptly to patient needs and requests
- Greet patients at every stage of the visit
- Responds promptly to Physician and team member requests and inquiries
- Participates as an active, positive member of the TOI team
Duties and Responsibilities:
- Answers billing questions for patients/taking payments over the phone or while patient is in the office
- Resolves problems or complaints if possible, or directs documentation to appropriate personnel
- Verifies eligibility for surgeries on all patients and all pending insurances and advises them of their financial obligation prior to surgery
- Counsels patients on AHCCCS eligibility, or other financial problems
- Uses company policies when setting payment schedules and uses budget module when beneficial to the patient’s payment schedule, works with patient to resolve insurance/account issues
- Explains co-insurance, deductibles, EOB’s and fracture packages to patients
- Guides and assists patients with the Care Credit process
- Advises the Business Office of any outside collection payment
- PARs at East and West locations speak to their providers at their locations regarding account and collections, adjustments
- The PARs work on collection reports sent by the business office
- Work up refund requests and adjustments after investigating accounts thoroughly
- Printing and mailing itemized statements.
- Corrects or updates insurance information and notifies appropriate department
- Sends information to business office for re-submission of claims
- Works on daily deposit/submits appropriate information to Daily closers.
- Each PAR will follow the pre-collection guidelines with each surgical patient.
- Assist inbound with patient financial concerns or updates.
- Calling outside entities for surgery estimate on patient’s behalf
- Reviews appointment schedules for upcoming dates and follows balance process.
- Works closely with collection agencies
- Updates/enters demographic information as needed
- Follow process when working the budget/collection, etc. reports.
- Translates if bilingual
- Completes/works/assists other related duties as assigned
- Maintains all patient confidentiality and HIPAA rules and regulations
- Assists the inbound department with patient needs as needed
Qualifications:
- High school degree or equivalent
- One year of experience in a medical office
- One year of experience in a similar position
Mental/Physical Requirements:
- Ability to work well under pressure with diverse groups of professionals and physicians
- Ability to communicate written and oral ideas and plan effectively
- Requires good communication and organizational skills
- Requires reasoning ability and good independent judgment
- Must be sensitive to cultural and bilingual issues
- Requires working under stressful conditions and irregular hours
- Requires working with frequent interruptions
- Must be able to interact and communicate in English, both orally and written, with all levels of staff, physicians, patients, and families in an effective manner, exhibiting tact, enthusiasm, and patience
- Must be able to be sensitive to cultural and bilingual issues
- Must be able to respond to patient needs by interpreting facial expressions, and verbal communications
- Must demonstrate and maintain current knowledge and skills necessary to provide care/services to the age of the patients served in the clinical facility
- Must possess the ability to assess data and interpret the appropriate information needed to identify each patient’s requirements relative to their specific needs
- Stands or sits to perform job duties when indicated. Requires tolerance of standing or sitting posture up to (4 hours) continuously, for a total of up to (10 hours) per (12 hours)
- Requires (near/far) vision to read patient charts, forms, x-rays, and computer screen; all are in English
- Required to operate computer keyboard, mouse, and monitor for a total of up to (8 hours) per (12 hours)
Working Conditions: Risk of occupational exposure to blood and other potentially infectious materials (OPIM). Possible risk of physical injury due to moving machinery and supplies. This is a safety sensitive position.
All positions with Tucson Orthopaedic Institute are to demonstrate due care in the use and communication of patients’ protected health information. It is every employee’s principal job function to ensure patient confidentiality and failure to maintain confidentiality may, and will, result in sanction and/or discharge.