UofL Physicians

Patient Services Representative

US-KY-Louisville
Job ID
2016-2321
# of Openings
1
Category
Billling/Collections
Department
CBO - Follow

Overview

The Patient Service Representative is the primary patient contact for the Central Business Office (CBO) after service has been rendered. A Patient Services Representative must demonstrate strong interpersonal skills and be able to address and resolve patient concerns in a professional and customer-friendly manner.

Responsibilities

The Patient Service Representative works independently to resolve patient inquiries. These tasks include, but are not limited to the following:

  • Appropriately resolves and completes all requests: Medical Records, Legal Requests, Insurance Company requests for itemized bills and medical records and Affidavits.
  • Frequent contact with patients and collections agents.
  • Answer all incoming calls and manage voicemail messages.
  • Analyze patient accounts to determine solutions to customer inquiries/complaints.
  • Accesses and updates the system per patient requests, request re-bills, and any additional information the patient requires in an efficient manner.
  • Update changes to information in the system provided by the patient.
  • Documenting all actions in the system task notes
  • Analyze patient accounts to set-p payment arrangements when needed.
  • Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact CBO customers.
  • Evaluates the extent of inquiries and notifies management of potential trends in types of calls or customer complaints.
  • Distributes incoming correspondence to the appropriate individuals or areas and resolves own correspondence.
  • Notes and manages accounts that have filed for bankruptcy.
  • Works regularly with confidential information, materials, and money and responsible for maintaining confidentiality of medical and financial patient records.
  • Other duties as assigned.

Qualifications

MINIMUM EDUCATION & EXPERIENCE

  • High School Diploma or GED.
  • Two years’ experience in Healthcare billing and/or collections.
  • Knowledge of medical terminology, ICD9, ICD10, CPT4, and HCPCS coding and third party payer experience.

 

KNOWLEDGE, SKILLS, & ABILITIES

  • Analytical abilities required identifying and resolving patient inquiries relating to his or her account.
  • Knowledge of basic accounting principles.
  • Must be flexible and able to handle multiple tasks and responsibilities.
  • Well organized and have good problem solving skills.
  • Must be able to prioritize and schedule job duties.
  • Must be able to match medical terms to the correct codes.
  • Must understand insurance carrier payment and billing regulations in order to correctly balance bill.

 

WORKING CONDITIONS

  • Standard office environment should be expected. This position is partially sedentary 80% of the time with the 20% of the workday requiring standing or walking. The ability to life and carry objects weighing 10-20 lbs. is required.

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