Patient Financial Representative

Gillette Children's is looking for a full time Patient Financial Representative. This role is 1.0 FTE (40 hrs/wk);
Monday-Friday, 8-4:30.
This is a remote opportunity after onsite training; however, the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul, MN as needed.

Purpose of position:

As the voice of Gillette Children's, the Patient Financial Representative works closely with Gillette patients and families to help them understand their statements and options available to resolve outstanding balances. Promotes and maintains professional and positive patient and family experience as the last impression of the organization.

• Phone Coverage:
  Primary point of contact for patients, families, and other customers such as third-party payors engaging with Gillette over the phone. This includes both inbound and outbound calls
• Customer Service:
  Works closely with patients and families to understand their statements and resolve outstanding self-pay balances by offering & setting up payment plans, explaining resources such as GAP – Gillette Assistance Program and providing guidelines and applications to families and collaborating with and referring patients to the Financial Advocacy Team as needed for GAP application processing and cost of care estimates.
• Self-Pay Collections:
  Monitors Past-Due Self-Pay Queues to ensure monthly statements are released, payments are made monthly and follows up via outbound calls with reminders of outstanding balance and options for assistance programs and payment plans. Refers delinquent accounts for collection agency placement. Assists with monthly collection agency reconciliation by monitoring reports.

Additional responsibilities are defined as those specific duties relating to the various revenue cycle functions as assigned by the Revenue Cycle Practice Manager, Team Goals, and Organizational job performance standards.

Compensation & Benefits Information
:

The hourly wage for this opportunity is $21.18 to $31.75, with a median wage of $26.46/hour. Pay is dependent on several factors including relevant work experience, education, certification & licensure, and internal equity. Hourly pay is just one part of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package that includes a retirement savings match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.

Core

Responsibilities and Duties:

• Answers inbound calls for Gillette's main billing number
• Greets patient/family by introducing self and organization
• Triages calls and directs patients/families to the Financial Advocate Team, Third Party Collections Team, or Leadership Team as needed and opens detailed patient feedback concerns when appropriate
• Makes outbound calls as follow-up to voicemails left when all lines are busy or after hours
• Ends calls by confirming all patient needs are satisfied or escalated appropriately, as needed
• Demonstrates consideration of patient's and/or customer's needs and feelings at all times.
• Provides feedback to leader when barriers in ability to cover phones arise
• Meets productivity metrics set by the department

• Provides excellent customer service as it relates to explaining patient statements and collecting patient payments.
• Works with families to negotiate prompt payment.
• Demonstrates consideration of patient's and/or customer's needs and feelings at all times.
• Consistently explains financial assistance options and offers payment plan options; set's patients/families up on recurring monthly payment plans
• Timely response to internal and external customer questions, concerns and feedback.

• Ensures patient statements are released monthly
• Ensures accurate patient billing by reviewing the balance and insurance processing prior to attempting to collect; escalates back to billing team for review if patient balance appears inaccurate
• Makes outbound calls to patients/families to collect payment on outstanding self-pay balances
• Consistently offers financial assistance and payment plan options
• Takes one-time payments and/or set's families up on monthly payment plans
• Assists with monthly reconciliation with accounts placed with collection agency by monitoring patient accounts with agency reports

• Demonstrates competency in organizational systems including:
  Cerner Revenue Cycle, Change Healthcare,…