Patient Account Service Representative (PHELO, AZ) - Dental Depot

Position Summary

Patient Account Service Representatives process claims, collect payments, and resolve questions and problems about patient account financial, clerical, and administrative support to dental office to ensure efficient, timely, and accurate patient billing and follow-up. Utilizes conflict resolution and problem-solving techniques to handle patient billing inquiries and complaints. Inputs and monitors electronic fund transfers, Medicaid, and other insurance-related matters.

Essential Functions

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

• Provides financial, clerical, and administrative services to ensure efficient, timely, and accurate patient billing and follow-up in accordance with Dental Depot accounts receivable protocol.

• Provides quality customer service, utilizing conflict resolution and problem-solving techniques to manage patient inquiries and complaints. 

• Prepares weekly outstanding claims reports instead of bi-weekly. • Presents copies of denials to PASR Manager instead of office manager.

• Initiates collection efforts. Investigates and resolves patient billing inquiries.

• Inputs and monitors electronic fund transfers per insurance websites for all providers accepted by Dental Depot. Enters patient and insurance data as needed. Processes insurance adjustments. Monitors and updates insurance and patient payment status. • Communicates effectively, courteously, and professionally with clinical and administrative staff. Communicates effectively, courteously, and accurately with patients inquiring about statements, billing, payments, etc.

• Prepares bi-weekly outstanding claims reports and work completely through outstanding claims. Copies any denials and works to completion from electronic fund transfers or checks. Present to Dental Office Manager for review.

• Audits patient accounts for billing errors or inconsistencies.

• Inputs into Eaglesoft insurance information and updates patient information. Inputs and monitors all Medicaid claims through the Medicaid website. 

• Audit/Reconciles accounts receivables. Verifies that insurance transactions comply with treatment performed.

• Assists in clearing the claims via the Claims X system and work the Daily Claim Report, daily.

• Closes out account’s receivables at the conclusion of each business day, as scheduled by the Office Manager.

• Completes assigned tasks in a timely manner.

• Maintains dependable job attendance by reporting to work on time and ready to work. 

• If needed: Greets patients in accordance with Dental Depot protocol. Answers office phones in accordance with Dental Depot protocol. Schedules patient appointments through the Eaglesoft system.

• Complies with: Dental Depot policies and procedures; OSHA policies, procedures, rules, and regulations; and HIPAA policies, procedures, rules, and regulations.

• Position may be required to relocate to other Dental Depot clinics either permanently or on a short-term basis due to office needs, on an as needed basis at the discretion of Management.

• This position may complete other Administrative and Maintenance tasks as assigned by Management.

• Maintain regular and reliable attendance

Skills & Abilities

Education: High School Graduate or General Education Degree (GED): Required

Experience: 7+ years of experience in Accounting and/or other business-related activities. Significant experience in financial reporting, budget process, accounts receivable/payables management and interaction with internal and external accountants and senior management. Experience with multi-divisional companies preferred.

Certifications & Licenses: Must have current Scheduling Institute Certification within 30 days of employment if determined by Management.

Computer Skills: Efficiently operates assigned computer software and other equipment, including Eaglesoft (training can be provided) and Microsoft Office Suite.

Other Requirements: Must have a valid driver's license, proof of valid vehicle insurance and must have annual Motor Vehicle Record Check, as a condition of employment if employee operates any Company owned vehicles or drives their own personal vehicle for Company business purposes. Must be able to manage multiple phone lines

Position Qualifications

• Accountability - Ability to accept responsibility and account for his/her actions.

• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

• Business Acumen - Ability to grasp and understand business concepts and issues.

• Communication, Oral - Ability to communicate effectively with others using the spoken word.

• Conflict Resolution - Ability to deal with others in an antagonistic situation.

• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

• Organized - Possessing the trait of being organized or following a systematic method of performing a task.

• Deductive Reasoning - Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.

• Responsible - Ability to be held accountable or answerable for one’s conduct.

• Detail Oriented - Ability to pay attention to the minute details of a project or task. 

• Empathetic - Ability to appreciate and be sensitive to the feelings of others.

• Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.

• Friendly - Ability to exhibit a cheerful demeanor toward others.

• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.

• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

• Self-Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative.

• Self-Confident - The trait of being comfortable in making decisions for oneself.

• Tactful - Ability to show consideration for and maintain good relations with others.

• Relationship Building - Ability to effectively build relationships with customers and co-workers.

• Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.

• Persistence - Ability to complete tasks or continue in a course of action in spite of opposition or discouragement.

• Reliability - The trait of being dependable and trustworthy.

• Persuasive - Ability to influence others to change position or to adopt a specific point of view. 

• Energetic - Ability to work at a sustained pace and produce quality work.

• Enthusiastic - Ability to bring energy to the performance of a task. 

• Judgment - The ability to formulate a sound decision using the available information.

• Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.