RCM Patient Account Representative

The Patient Account Representative provides excellent customer service to patients regarding statements and outstanding balances. This includes managing inbound and outbound calls and emails, collecting payments, and resolving patient inquiries and concerns in a timely manner.

Essential Functions / Tasks / Duties / Responsibilities: 

• Answer patient inquiries professionally and courteously
• Respond to emails and messages regarding patient balances
• Resolve patient inquiries and concerns in a timely and efficient manner
• Maintain accurate records and documentation of all interactions
• Process patient payments and accurately apply to outstanding balances
• Update patient demographics for any returned statements and address issue reports
• Establish and maintain payment plans as necessary in accordance with client guidelines
• Identify necessary patient refunds and credits and provide reporting to client
• Prepare and deliver report of aged accounts to client for further collection activity
• Adhere to all HIPAA regulations and company policies
• Complete other assigned duties as needed 

Competencies:

• Ability to efficiently manage multiple tasks
• Ability to prioritize workload
• Understand, support, enforce and comply with Company policies, procedures and Standards of Business Ethics and Conduct
• Maintains proficiency and level of knowledge with all systems required for task completion
• Works Independently 
• Knowledge of Office Practicum EMR/PM preferred
• Knowledge of Insurance carrier payment policies, practices and amounts
• Working knowledge and application of ICD-10, CPT and HCPCS coding
• Must be comfortable working with different systems and office software applications 
• Ability to effectively prioritize and execute tasks while under pressure
• Active listening, interpersonal written and oral communication, and time management skills needed
• Knowledge of applicable data privacy practices and laws necessary
• Be constructive in a positive way
• Problem solving skills
• Decision Making skills

Education / Professional Certifications or Licenses Required:

• High school diploma or equivalent.

Experience Requirements: 

• Minimum of 1 year of experience in a call center or customer service environment required.
• Revenue Cycle Management and Medical Billing experience strongly preferred.
• Experience working in a medical office setting is preferred.
• Google Docs

Work Environment / Physical demands/ Travel Requirements:

• Part time - approx. 15-20 hours per week with potential to work more.
• Quiet setting for computer and phone with minimal distractions
• Minimal lifting requirements
• No travel requirements

Core Values:

Office Practicum seeks to hire individuals who are able and willing to embrace our company’s performance-based culture, as defined by our Core Values:

• We are Clinician First
• Pediatric Care is our Home
• We Deliver on our Commitments
• Our Success is Based on Results
• We Believe in the Power of Teams

We believe that consistently aligning our planning and execution with these core values will lead to long term success for both Office Practicum as well as the customers we serve.

Benefits:

Our team members enjoy a variety of benefits, including but not limited to:

• Medical, Prescription, Vision, and Dental Insurance
• Life Insurance
• 401(k) with company match
• Paid Time Off, Holidays, and Volunteer Hours
• Company Wellness Program
• Employee Assistance Program
• Short and Long Term Disability Insurance
• Pet Insurance
• Tuition Assistance Program
• Employee Recognition Program

Equal Employment Opportunity Statement: 

Our company is committed to equal employment opportunity.  We will not discriminate against employees or applicants for employment on any legally recognized basis [“protected class”] including, but not limited to: veteran status, uniform service member status, race, color, ancestry, pregnancy, childbirth and related medical conditions, national origin, non-job related handicap or disability, or the use of a guide or support animal, creed, religion, sex, sexual orientation, national origin, age [18 and over] - [40 or over], physical or mental disability, predisposing genetic characteristics, military status, marital status, protected action, concerted activity, or any other protected class under federal, state or local law. You may discuss equal employment opportunity related questions with your supervisor or any other member of management.

Americans with Disabilities Act Statement: 

Our company is committed to providing equal employment opportunities to otherwise qualified individuals with disabilities, which may include providing reasonable accommodation where appropriate.  In general, it is your responsibility to notify your supervisor of the need for accommodation.  Upon doing so, your supervisor may ask you for your input or the type of accommodation you believe may be necessary or the functional limitations caused by your disability.  Also, when appropriate, we may need your permission to obtain additional information from your physician or other medical or rehabilitation professionals.