Patient Service Representative - Memorial Health

Contacts various parties via telephone and in writing to collect patient responsibility account balances.  Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

Education:

• Education equivalent to graduation from high school or GED required. 

Experience:

• Six or more months of business office experience, preferably in the areas of billing, collections, insurance principles/practices, or accounts receivable.
• Previous experience as a collector is highly desirable.

1. Places outbound calls to patients/responsible parties and various internal and external sources regarding outstanding patient due balances.

1. Responds to oral and/or written patient inquiries regarding outstanding patient due balances, account or billing information, and financial assistance.

1. Identifies, prioritizes, and resolves problematic accounts. Performs appropriate review/investigation/verification of patient eligibility for possible payer sources and/or financial assistance.

1. Accepts and processes patient payments using all appropriate applications and tools available.

1. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm - I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others - I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste - I use time and resources wisely.  I prevent defects and delays.

1. Reviews and combines multiple accounts for individual patients. Explains available payment options and establishes appropriate payment plans with patients/ responsible parties. Monitors established payment plans until paid in full or nullified by the patient/responsible party.  Coordinates further collection activities as necessary.

1. Coordinates collection of patient/borrower information and ensures timely delivery of loan applications to Memorial’s chosen lending institution for processing of loans.

1. Processes estate liens per existing procedures and guidelines.

1. Reviews, appropriately documents, and recommends accounts for Charity Care consideration as determined by existing procedures and guidelines.

1. Meets with patients/responsible parties, as necessary, regarding collection of patient due balances.

1. Reviews and documents accounts, obtains appropriate authorizations, and coordinates necessary activities, per existing procedures and guidelines, to ensure timely transfer of accounts to outside collection agencies.

1. Orients and cross-trains others within assigned area of responsibility as directed and defined by management. May assist other areas within the unit or department, as necessary, during times of special needs or staff absences.

1. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.