Patient Financial Services Representative

The Patient Financial Services Representative provides prompt, courteous and helpful assistance to patients either face-to-face, over the telephone or through email. The Representative determines the financial responsibility of patients for medical services based on insurance benefits and fee schedules. Serves as the initial point of contact for patients with billing inquiries.

• Promotes a positive patient experience by following required policies and procedures. Treats each patient as their most important priority.
• Determines patient financial responsibility for medical services based on patient’s health insurance benefits, deductible, copays, and fee schedules. Enters appropriate documentation in electronic health records system to create cost estimates.
• Informs and educates patients to ensure a clear, concise understanding of their financial responsibility.
• Counsels patients on payment plan options and establishes appropriate plan.
• Collects and processes patient payments over the telephone or at the time of service.
• Serves as initial point of contact for patients with billing inquiries or issues.
• Answers phone calls in a courteous, welcoming, professional &timely manner.
• Ensures a positive caller experience by striving to deliver first-call resolution and minimizing calls sent to voice mail.
• Gathers and documents information thoroughly and accurately to assess caller’s needs. Focuses on identifying concerns and problem resolution when appropriate.
• Enters updated billing information and patient requests on MSN Smart Sheet.
• Ensures routine patient billing inquiries are resolved within the established department guidelines. Determines when unresolved billing issues require escalation to the Business Office Supervisor for resolution.
• Adheres to all HIPAA standards and guidelines while discussing and accessing patient information.
• Performs other duties or projects as assigned by management.

• Effective communication skills with demonstrated ability to express ideas and information clearly and concisely in a manner appropriate to the audience
• Demonstrated ability to interact with patients, families, staff, physicians, and all levels of employees
• Ability to effectively contribute as a team member promoting cooperation, collaboration and flexibility in working with others to achieve quality patient care
• Ability to be accountable for quality customer service and respond appropriately to a variety of personalities and situations
• Excellent time management skills with a proven ability to meet deadlines
• Ability to take initiative, be self-motivated and an independent, accountable, dependable performer
• Demonstrated critical thinking, problem analysis and problem resolution skills
• Ability to set priorities, be flexible and manage multiple projects simultaneously
• Ability to work effectively in a high volume, fast-paced environment
• Ability to perform work accurately and thoroughly
• Ability to use and understand medical terminology
• Strong discretion in dealing with confidential and sensitive information
• Comply with all state/federal regulations (including HIPAA), company policies, standards and health & safety rules
• Proficiency with Electronic Medical Records (EMR) and Microsoft Office Word and Excel
• Regularly and consistently demonstrates commitment to organization values

• Associates Degree in accounting or finance or equivalent combination of education and experience preferred
• 1-2 years’ medical billing experience or equivalent combination of education and experience preferred
• Strong working knowledge of ICD and CPT Codes preferred