FINANCIAL SERVICE REP II – BUSINESS SERVICES

Lewes, Delaware,     Summary: Patient Financial Service Representative serves as the hospitals primary contact for all patient billing, insurance and financial inquiries. Acts as the liaison between Beebe Healthcare patients, providers, and payers for all post care matters related to account resolution. Provides information regarding hospitals billing and collection practices and patient billing statements. Assists patients in understanding benefits as a result of patient balances and counsels them on payment method policies and financial assistance policies as appropriate. Responsible for the recovery and resolution of patient accounts receivable while achieving Beebe Healthcare’s mission and service values by providing superior customer service to our community.   Other information: Two years prior experience with customer service, billing, business office or credit functions required. Must have proficient computer skills. Must be outgoing enough to deal with public and confident enough to work in stressful situations. Must have good oral and written communication skills.   Responsibilities: Interviews and counsels patients to establish method of payment on patient balance portion of bills by evaluating financial information and appropriate claims processing.

Reviews accounts receivable files and examines accounts to ascertain previous billing and collection actions, status of pending insurance coverage and delinquent payments. Obtains and records appropriate insurance and self-pay information to assure accurate and timely processing of billing within department guidelines. Takes necessary action to liquidate all accounts in the shortest time possible. Refer patient and/or Insurance companies to hospital¿s external business office for appropriate handling per department guidelines for outsourcing assignments. Demonstrates a clear knowledge and understanding of the department and hospital policy and procedures as it relates to daily job responsibilities. Identifies barriers to efficient departmental operations and takes an active role in developing appropriate and effective solutions. Interacts effectively with peers and other departments to facilitate patient account resolution. Negotiates payment arrangements and or discounts for timely recovery within department guidelines. Follows required levels of authority for posting payments, adjustments per department policies. Identify and reports contractual adjustments or refunds as appropriate.

Contacts insurance carriers and/or customer by telephone to secure payment in shortest possible time. Re-bills delinquent insurance when necessary. Records collection action taken on individual accounts including any new or subsequent payment agreements. Reviews Beebe Charity Financial Assistance criteria and recommends accounts for financial review as appropriate per department policy. Handles incoming telephone calls and correspondence in a courteous and professional manner while practicing Beebe Values. Responds timely to personal visits and phone calls from patients regarding billing, and collection matters. Understands different payer regulations and can communicate effectively with patients regarding explanation of benefits. Researches and analyzes account history and accurately responds to customer inquiries to resolve the account in a timely manner. Reviews and analyzes account activity as it relates to system programming. Takes the appropriate action to report and assure accuracy of handling and maintenance of accounts resolution in a timely manner.

Assists in the care and maintenance of equipment and supplies. Utilizes appropriate operational tools and maximizes resources necessary to perform daily assignments in a timely and most cost effective manner. Maintains established hospital policies, procedures, objectives for quality assurance, safety, environmental and infection control in accordance with the Beebe Healthcare Service Standard Guidelines. Escalates patient disputes or concerns to appropriate chain of command as set in hospital guidelines for timely reporting and resolution. Assure prior research and fact finding detail is provided. Maintains records and files as required. Accurately documents all patient account activity concisely, to include source of information, contact names, phone numbers and future steps needed for appropriate account resolution. Personal Growth, Development/ Action Plan.     Competencies and skills: Essential:
* Clear Communication Skills Both Written And Verbal
* Knowledge Of Basic Computer Programs
* Able To Keep Confidential Information Regarding Patients, Team Members
* Able To Withstand Crisis Situations
* Has Skills To Provides Customer Service To Patients, Team Members And Visitors   Education: Essential:
* High school graduate or equivalent        L ocation: Hospital-Main Campus   Shift : 8am-4:30pm Monday – Friday   FTE: 1. 000000     Work Status: Full Time                

Source ⇲