Bozeman Health PATIENT ACCOUNT REPRESENTATIVE in Bozeman, Montana
The Customer Service Representative's primary focus is assist customers of Bozeman Deaconess Hospital and Bozeman Deaconess Health Group with questions regarding their bills. They are expected to know the general workings of the PFS Dept., have a general knowledge of insurance billing, and be able to have conversations with patients about their financial responsibility
High school graduate or equivalent required.
LICENSURE and CERTIFICATION
One year of previous office experience.
Prior healthcare clinic/hospital billing experience or customer services experience.
KNOWLEDGE OF, SKILLS IN, ABILITY TO, COMPLEXITY AND DIFFICULY:
Personal Computers,hardware and basic software programs including e-mail, word processing and spreadsheets.
HIPAA and confidentiality requirements.
Third party and governmental billing requirements and contracts.
Office procedures, record and bookkeeping practices.
Advanced oral and written communication skills.
Establish and maintain collaborative relationships
Work effectively in a team environment
Work independently with minimal supervision
Remain organized and focused when dealing with frequent interruptions and competing priorities
Respond calmly and effectively to sensitive and difficult situations
Concentrate and pay close attention to details
Utilize time management concepts and maximize time effectively
Maintain flexibility to adapt to a variety of work load assignments
Interpret policies and procedures, identify non-compliance and take appropriate action
Work with numbers and perform basic to complex mathematics
Analyze accounts and compare to contracts, agreements and government regulations.Work independently with a minimum of supervision
Refer to policy manual for specific instructions/guidelines. Follow established Policies and Procedures.
Adhere to the standards of the job description and overall philosohy of Bozeman deaconess Hospital.
Maintain flexibility to adapt to a variety of workload assignments.
COMPLEXITY AND DIFFICULTY:
Work independently with a minimum of supervison.
Position requires high degree of confidentiality due to access of financial and medical information
Complexity of duties comes in understanding the policies and procedures, which change with great frequency, to make independent decisions that will not jeopardize the collect ability or amount received by Bozeman Deaconess and for prioritizing the work volumes appropriately.
Concentration on organization since this position handles a large volume of paper work.
Concentration on detail when dealing with numbers and mathematical calculations where errors are critical to our customers and our business.
A complete understanding of Bozeman Deaconess charges, billing structures and the rationale behind them so appropriate answers can be given to the customer, public, and third parties.
A thorough understanding of the laws governing authorized signatures, release of information, and release of diagnosis, disclosure regulation and billing and collection authority.
Concentration as the job requires high productivity, yet has many and frequent interruption factors including telephone calls.
A thorough understanding of contracts, arrangements, agreements and government regulations that govern insurance claims to ensure compliance and proper reimbursement.
Errors are costly to Bozeman Deaconess to the extent of financial loss and damaging customer's attitude toward the facility.
70% Time Spent - Answer phone inquiries and walk-in visits from patients, family members and insurance companies regarding BDH and BDHG bills. During these conversations they will be required to set up payment plans per BDHS policy, take payments, send itemized bills at the callers request and add necessary information to the account to ensure it gets paid properly.
10% Time spent - Help troubleshoot accounts when problems arise, and work closely with the Claims Specialists to maximize the patients' insurance benefits.
10% Time Spent - Discuss the BDHS Finanical Assistance Policy with patients when they are unable to meet their financial obligations. This is done by introducing the policy, encouraging the calle to apply and supplying an application when needed.