Job Description

Summary:
The Patient Financial Services (PFS) representative will serve as a primary support to Steward Medical Group (SMG) patients regarding any concerns related to billing, self-pay balances, insurance payments, and all other financial matters. This position will also help in collection of patient payments, setting up payment agreements and assisting in portal services.
Responsibilities:
  • Provide patients with World Class service
  • Answer incoming patient phone calls and make outbound collection calls on open balances
  • Update patient insurance, confirming eligibility and queue claims for billing
  • Update demographic and guarantor information in the Patient Accounting System
  • Act in a professional manner and treat patients, co-workers, and leadership with respect at all times
  • Troubleshoot and identify patient billing issues to resolve them to patient’s satisfaction
  • Ability to explain and discuss SMG and PFS policies for better patient understanding
  • Educate patients about third party and insurance processes, their plan benefits, and how they affect patient balances
  • Evaluate accounts from both an insurance and self-pay perspective
  • Evaluate accounts for self-pay refunds
  • Manage and work queues and worklists in patient billing system
  • Advocate for patients and contact insurance companies on their behalf, when necessary, to resolve disputes
  • Assist with patients with access to the Patient Portal and password resets
  • Set up payment plans, monitor and make outbound calls to patients with broken promise to pay agreements
  • Ability to approach patient and discuss open, unpaid or overdue balances
  • Receive and process patient credit card payments, and allocate to appropriate visits on the account
  • Evaluate accounts for bad debt placement and wok with bad debt vendor on patient issues and concerns
  • Post appropriate discounts and adjustments to patient accounts
  • Interact with supporting departments; coding, cash-ops, AR follow up to resolve billing and payment issues
  • Interact with Practices to communicate and work cooperatively regarding patient billing issues
  • Maintain expected performance metrics
  • Other duties as assigned

Required Knowledge & Skills:

  • Knowledge of insurance rules/regulation and policies
  • Professional Working Revenue Cycle experience in either an AR follow up, Cash-Ops, denial management or self-pay role
  • Ability to bring tasks to completion in a manner satisfactory go all
  • Ability to communicate with others effectively in a concise manner, in order to bring issues effectively to a resolution
  • Ability to identify billing trends affecting patient balances
  • Ability to evaluate situations and escalate issues appropriately
  • Ability to multitask, and ability to follow through with our patients and contacts
  • Ability to read, understand and interpret insurance Explanation of Benefits
  • Prior experience with Athena preferred
  • Experience with Excel, Word and Outlook required
  • Organizational, time management skills
  • Ability to think globally about the patient experience

Education/Experience/Etc.:

  • Education: Associates degree or relevant work experience required
  • Experience (Type & Length): Medical billing, preferably in a professional setting, required
  • Certification/Licensure: N/A
  • Software/Hardware: Athena and Meditech experience preferred
  • Other: N/A

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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