Patient Financial Services Advisor

Patient Financial Services Advisor I

Physicians East

Job Title:

Patient Financial Services Advisor

FLSA Status:
Non-Exempt

Physicians East, P.A. is a team of skilled healthcare professionals united to meet the challenge of delivering quality, cost-efficient, comprehensive healthcare to the people of Eastern North Carolina.

FT/PT/Temp/PRN role based at our Greenville (other) location, Monday-Friday, 8 a.m. – 5 p.m. Additional hours may be required to meet the needs of the business. Weekend work is rare but can occasionally be necessary.

Reports to the QMS Operations Supervisor and Operations Manager.

Work is performed in a high-volume office environment, which can be stressful  involves frequent communication with patients, staff members and other medical facilities.

Work requires sitting for long periods of time, some stooping, bending, and stretching may be required. Requires manual dexterity sufficient to operate a keyboard, type 40‑wpm, telephone, fax machine and any other office equipment as necessary. Vision must be correctable to 20/20 and hearing must be within the normal range for telephone contacts.

The Patient Financial Services Advisor I is responsible for the research, investigation, and resolution of outstanding medical patient accounts receivable. The advisor also communicates and resolves patient inquiries, negotiates payment plans, distributes and monitors calls requiring additional research, receives payment, posts amounts to customer accounts, prepares statements for the credit department if a customer fails to respond, and keeps records of collection and status of accounts.

The advisor maintains assigned accounts receivables at appropriate levels and contacts patients and insurance departments on delinquent accounts.

• Make outgoing phone calls to patients to secure acceptable payments, payment arrangements, and or obtain necessary medical billing insurance information.
• Receive incoming phone calls from patients to discuss statements and collect payments.
• Review daily/weekly reports and update accounts accordingly.
• Prepare and present reports on collection activities and processes when requested.
• Track and monitor outstanding accounts receivable balances for determination of next steps in the medical collections process.
• Provide clear communication and excellent customer service on collection issues to patients and internal business associates (physicians, office staff, management, etc.).
• Update the practice management billing system to identify actions that have been taken on the account.
• Adhere to the Fair Debt Collection Practices Act (FDCPA) and all applicable HIPAA, state/national laws governing the collection of outstanding medical accounts receivable.
• Process patient financial assistance discount applications using established Federal Poverty Guidelines.
• After investigation, resubmit claims or submit corrected claims.
• Write and submit denials to third‑party payers.
• Negotiate and advise on the collection of overdue bills and take appropriate action to recover overdue payments.
• Develop, implement, maintain, and manage organization policies on collection practices.
• May work with legal counsel regarding more complex collection cases.
• Complete work requests timely and in accordance with instruction and production goals.
• Perform all tasks necessary to maintain current and accurate account information in each appropriate system (e.g., entering notes, claims on hold).
• Bring problems and troubling accounts, as well as related questions, to the supervisor’s attention daily.
• Perform other duties/projects as assigned by management.

• High school diploma or equivalent;
  Associate’s or Bachelor’s degree preferred.
• At least 2‑3 years of relevant experience in medical patient collections within a hospital or healthcare practice required.
• Clear, professional communication skills, specifically telephone voice and technique.
• Experience with an Electronic Medical Record (EMR) and practice management system required. Proficiency in Microsoft Office suite of products.
• Knowledge of…