The Patient Financial Counselor is responsible for performing patient account management, including working a custom spreadsheet; using Artera to send pre-collect messages; taking incoming calls to the queue line; making outgoing collection calls; collecting and posting patient payments; setting up patient payment plans; queuing accounts for pre-collection; adjusting balances to hard collection.
Primary Duties and Responsibilities:
- Responds professionally to patient account inquiries about account questions, portal access, collection questions and redirecting clinical questions, appointment questions, etc.
- Works an assigned phone schedule so that the patient queue line has appropriate coverage.
- Processes phone payments completing the credit card transaction and posting the payment to the patient's account.
- Posts patient payments by their assigned alpha split.
- Establishes payment plans according to OrthoIllinois policy; creates and sends plan paperwork.
- Reviews accounts for payment plans, claims not in payment plan and account not in payment plan and fixes as needed.
- Moves patient credits as needed.
- Identifies and reviews accounts for pre-collection/hard collection and adjusts uncollectable accounts using the appropriate adjustment code.
- Prints and mails account itemizations when requested.
- Reports patient payments received that are for account balances at the collection agency.
- Logs all conversations with patients in the HUB note of the account.
Service: We align our actions and decision making with the organization’s guiding platform keeping our patients at the center of all we do.
Change Agent: We support and contribute to positive change in the organization.
Communication and Interpersonal Relations: We communicate honestly and with compassion to build connections with our patients and each other.
Effectiveness: We take ownership of work, doing the right thing for our customer and doing it well.
Organizational Culture:
All OrthoIllinois employees focus on service by putting the mission, vision, and value statements into practice and using the guiding principles of Compassion, Respect, Trust, Integrity, Innovation, Education Fiscal Responsibility, Practice Independence, Accountability, and Empowerment to direct their interactions and decision making. Employees promote and model the service standards to create lasting impressions, extraordinary moments, exceptional on-stage experiences, and meaningful and compassionate connections.
Education and Experience Requirements:
- High School Diploma or GED.
- A minimum of one year of experience in a similar position and/or performing similar tasks.
- Working knowledge of Microsoft and Google Suites.
- Familiar with EMR systems.
Environmental/Working Conditions:
Working environment is in an office/clinic setting.
Physical/Mental Demands:
- Sit or stand for extended periods of time.
- Lifting, carrying and/or moving objects in a manner consistent with most office environments (generally, no more than 10 pounds on a frequent basis and 20 pounds on an occasional basis).
- Finger dexterity for typing on a keyboard and using a mouse for extended periods of time; ability to twist hands or wrists repetitively.
- Vision (e.g., depth perception, color vision, strong vision up close) and hearing (e.g., high pitch sounds, soft or distant sounds).
This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.
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