Under direct supervision, the Patient Account Representative performs tasks related to the collection of outstanding patient account balances at Torrance Memorial Medical Center while maintaining excellent customer relations.
- Reviews status of work queues and prioritizes job functions to ensure timely follow-up on patient accounts.
- Receives and answers inquiries from patients and insurance companies regarding charges and/or billing discrepancies.
- Answers telephone calls in a timely manner, ascertain needs, and route calls, as appropriate.
- Addresses customer complaints and concerns promptly.
- Documents all conversations with customers in a prompt and concise manner.
- Updates and corrects any demographic, insurance, or other changes necessary based on verified information to maintain accurate accounts.
- Adheres to credit and collection policy and procedures.
- Maintains working knowledge of payer requirements in order to communicate this information to departments and to patients, as needed.
- Explains Business Office policies and procedures to patients, families, physicians, and other hospital departments.
- Promotes positive customer relations.
- Contribute to the overall success of the Business Office by meeting or exceeding collection goals.
Department Specific Competencies
- Interprets patient insurance benefit information and can explain the amount allowed and paid by the customers insurance plan and how the amount owed by the patient was determined.
- Performs follow-up calls on patient balances prior to account being sent to the collection agency.
- Assists patients by setting up payment plans or providing guidance on Financial Assistance program.
- Makes outbound collection calls when the inbound call activity permits.
- Submits refund requests from the patient or guarantor to the appropriate Patient Account Representative.
- Escalates departmental problems to the Self-pay Manager.
Experience
Number of Years ExperienceType of Experience 5 Minimum of 5 years of experience in hospital business office self-pay collections.
Compensation Range
$23.00 - $31.51 / Hour
