Sr Patient Acct Representative - MyMichigan Health

Summary:

This position processes all incoming phone calls to the customer service area. This position requires careful analysis, rationalization, and judgment to enable instant decision making regarding patient accounts to profit both the patient and MyMichigan Physicians Group (MPG). This position must be able to work independently, maintain patience, and diplomacy to service each customer’s needs on an individual basis. An intricate part of this position consists of tactful problem solving skills, broad knowledge of all insurances, charges, services and equipment used in all of the offices throughout MPG. Works one on one with Regional Directors, Practice Managers, physician’s offices, insurance companies, billing staff, and patients to resolve patient account balances, charge audits, and insurance balances. Must possess the skills needed to be able to maintain calmness and composure with difficult and irate callers to control the situation for satisfactory resolution.

Responsibilities:

(35%)* Processes all incoming customer calls to the Central Billing Office. Demonstrates careful analysis, rationalization and judgment to enable instant decision making regarding individual patient accounts on a case by case basis. Responsible for complete resolution of the inquiry on a frequent basis.

 

(35%)* Provides public relations between the customer and MyMichigan Physicians Group to explain and support all complaints and/or concerns to enable the customer to achieve a positive and/or satisfactory resolution. Must be well read and informed on all health care issues, changes, and reforms. Must have a vast knowledge of all insurance benefits and procedures to educate customer inquiries. Documents all customer calls to enable continuous quality improvement on an occasional basis.

 

(30%)* Works one on one with Regional Directors, Practice Managers, physician’s offices, billing staff, Clinical Documentation Support, and patients to resolve patient account balances, charge audits, and insurance balances on an occasional basis.

 

OTHER DUTIES AND RESPONSIBILITIES:

Manages patient pay accounts by thoroughly and consistently applying the collections escalation policy.

 

Offers payment arrangements and analyzes completed financial statements.

 

Releases accounts to the collection agency.

 

MyMichigan Health is a technology driven organization and employees need to demonstrate competency in Microsoft® Windows. An employee may be required to participate in further learning opportunities offered by MyMichigan Health.

Certifications and Licensures:

N/A

Required Education:

High school diploma or GED is required

Associate's Degree in Business, emphasis in computer knowledge, office skills, medical terminology, speech, and accounting preferred.

Other Information:

EXPERIENCE, TRAINING AND SKILLS:

Three years in a computerized Business Office setting.

 

Problem solving experience with the public.

 

Experience in billing insurance payers, collections, and extensive customer service experience required.

 

Outstanding communication and human relation skills, strong math and computer skills, ability to deal with stress, self-motivated, and good judgment regarding instant decision making required.

 

Mandatory tuberculosis (TB) testing must be done annually. Mandatory Occupational Safety and Health Administration (OSHA) training must be completed annually according to the Exposure Control Plan.

 

Five years customer service experience (3 years in healthcare setting) preferred. Word processing and collection skills preferred.

 

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.

Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.

Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.

Overall vision and hearing is necessary with or without assisted device(s).

Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.

Some exposure to blood borne pathogens and other potentially infectious material.  Must follow MyMichigan Health bloodborne pathogen and TB testing as required.

Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.

Overall dexterity is required including handling, reaching, grasping, fingering and feeling.  May require repetition of these movements on a regular to frequent basis.

Physical Demand Level: Sedentary.  Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.