Patient Financial Services Representative

Job Summary

Responsible for addressing patient questions and concerns related to billing. Prompt resolution of patient issues/complaints. Assessing and assisting patients in applying for medical coverage or programs. Collection of patient liabilities.

Duties & Responsibilities

• Effectively interpret and explain to patients and their families any charges, services, insurance requirements, out of pocket expenses and hospital policies regarding payment of bills.
• Ensures that accurate billing information is obtained, updated in the appropriate systems and forwarded to the appropriate biller.
• Utilize knowledge to advise uninsured and under insured patients about federal, State or local insurance programs that they may be entitled to. Effectively counsel patients about the charity care program. Assist patients with completing applications or refer them to the appropriate party for assistance.
• Utilize Care New England policies and procedures when addressing community benefit discounts, pre-payment discounts, prompt pay discounts or any other patient discounts.
• Develop payment schedules consistent with established policies and procedures.
• Effectively communicates with internal and external staff, as well as insurance companies, attorneys and others to appropriately resolve patient inquiries.
• Process correspondence from patients and others in a timely manner to ensure continuous collections.
• Reports critical issues to management related to billing, charging, insurance or any other trends that impact effective customer service, offer suggestions for process improvement.
• Provides assistance to co-workers within the department to meet weekly, monthly and yearly department goals.
• Preserves and protects patient’s rights to confidentiality.

Requirements

• High School Diploma or GED with a minimum of 1-3 years of previous customer service experience in a healthcare or business environment required.
• Excellent interpersonal and organizational skills required.
• Working knowledge of computer applications, including word processing, Microsoft Excel, Electronic health records (EHR) Epic.
• Knowledge of third party payers preferred.
• Excellent oral and written skills with the knowledge and ability to communicate with internal and external customers required.

About Us

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation’s top specialty-trained doctors, hones renowned services and innovative programs, and engages in the important discussions people need to have about their health and end-of-life wishes. Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.

EEO Statements

Americans with Disability Act Statement : External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement : Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement : Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.

• Effectively interpret and explain to patients and their families any charges, services, insurance requirements, out of pocket expenses and hospital policies regarding payment of bills.
• Ensures that accurate billing information is obtained, updated in the appropriate systems and forwarded to the appropriate biller.
• Utilize knowledge to advise uninsured and under insured patients about federal, State or local insurance programs that they may be entitled to. Effectively counsel patients about the charity care program. Assist patients with completing applications or refer them to the appropriate party for assistance.
• Utilize Care New England policies and procedures when addressing community benefit discounts, pre-payment discounts, prompt pay discounts or any other patient discounts.
• Develop payment schedules consistent with established policies and procedures.
• Effectively communicates with internal and external staff, as well as insurance companies, attorneys and others to appropriately resolve patient inquiries.
• Process correspondence from patients and others in a timely manner to ensure continuous collections.
• Reports critical issues to management related to billing, charging, insurance or any other trends that impact effective customer service, offer suggestions for process improvement.
• Provides assistance to co-workers within the department to meet weekly, monthly and yearly department goals.
• Preserves and protects patient’s rights to confidentiality.
• High School Diploma or GED with a minimum of 1-3 years of previous customer service experience in a healthcare or business environment required.
• Excellent interpersonal and organizational skills required.
• Working knowledge of computer applications, including word processing, Microsoft Excel, Electronic health records (EHR) Epic.
• Knowledge of third party payers preferred.
• Excellent oral and written skills with the knowledge and ability to communicate with internal and external customers required.