Business Office Customer Account Rep Lead

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Full Time Gardnerville, NV, US 2 Attachments

5 days ago Requisition

Business Office Customer Account Rep Lead
- Full Time

POSITION SUMMARY:

The Customer Account Representative Lead is responsible for providing leadership, communication, and training to the Customer Account Representative team. The Customer Account Representative Lead provides continuity during the initial and ongoing training of employees, ensures proper coverage of the department and works directly with the Business Office Supervisor and Revenue Cycle Manager as appropriate. This position is responsible for knowing/performing all aspects of the Customer Service Representative.

The position answers directly to the Revenue Cycle Manager.

POSITION REQUIREMENTS:

• High School Diploma or equivalent

Minimum Work Experience

Required:

• 3 or more years in customer service or healthcare setting required
• Knowledge of Fair Debt Collection Practices
• Effective communication, interpersonal, organizational and problem solving skills
• Strong verbal, reading, and writing skills; professional phone etiquette and strong customer service skills
• Adapts positively to changes in the work setting with ease
• Flexibility with rotational shifts and days
• Demonstrates proficiency with a variety of automations, including but not limited to Word, Excel, Outlook, etc.

Minimum Work Experience Preferred:

• 5 or more-year relevant experience in medical collections or hospital professional billing preferred
• Knowledge Patient Co and EPIC Health Information Systems preferred

POSITION

ESSENTIAL FUNCTIONS:

Collections

• Manages assigned patient accounts; contacting patients and collecting outstanding balances.
• Identifies accounts eligible for transfer to outside collection agency.
• Utilize telephone and computer methods to track the status of each patient account.
• Effectively negotiates payment plans and settlements in coordination with Business Office Supervisor and/or Revenue Cycle Manager
• Approves patient refunds as requested by Credit Resolution Specialist
• Ensures accuracy of the registration data including health insurance, patient portion, and patient demographic.
• Collaborate with outside collection agencies.
• Prepares and monitors liens against patient accounts, including preparation of settlement agreements.
• Processes bankruptcy notices to corresponding account balances.

Payment Posting

• Post all payments received by patients into Health Information System.
• Prepare payments for deposit and reconcile cash daily.
• Performs discount and other related adjustments approved by leadership.

Customer Service

• Resolves complaints/disputes to the best of their ability before deferring to Business Office Supervisor or Revenue Cycle Manager.
• Answers telephone calls, and assists other staff with calls from patients and insurance companies, assists with questions and problems. Returns calls in a timely manner.
• Exercises judgment as to the urgency and nature of problems and ensures that all problems are handled or passed to the appropriate manager in a timely manner.
• Answers telephones, routes callers, returns messages and provides routine information to callers in a timely manner.
• Relays messages to appropriate staff members.
• Process patient correspondence.
• Screen patients for financial assistance, coordinating with appropriate internal and external personnel.
• Demonstrates initiative and resourcefulness by making recommendations and communicating trends and issues to your supervisor.

Supervisory

• Coordinates time off, shift hours, break and lunch times for CS staff.
• Shows initiative in all areas of responsibility;…