JOB SUMMARY
The Patient Accounts Representative is responsible for providing exceptional service to the Customers of Sanford. Resolves concerns with Customers, insurance companies and third-party agencies.
Providing optimal Customer service is the heartbeat of Sanford Patient Accounts. Accountable for controlling and settling high volumes of accounts for past and upcoming services provided by Sanford Health. Research accounts and educate guarantors regarding financial liability, billing issues, insurance concerns, and forwarding various other information needed for account maintenance to pertinent departments for review.
Responsible to collect and follow-up on current and delinquent account balances due, including inbound and outbound contact via telephone, MyChart messaging, live chat, and text messaging with insurance companies and agents, law offices, other departments of the organization, patients. Informs customers about Sanford Financial Assistance Program via face-to-face interaction and over the phone communication using automated phone technology. Maintains accurate documentation in guarantor's accounts, regarding all verbal and written communications associated with the account. The workday consists of 90-95% of an employee's time on the telephone, live chat, and MyChart messaging.
Good working knowledge of collection laws as well as requirements of collection agencies mandated under the FDCPA standards. Work closely with the collection agencies by providing accurate information to enable them to correctly manage accounts.
Use initiative, discretion, and independent judgment in making decisions in varied situations as it relates to patient accounts. Capability to work with the growth and development needs of unique patient populations and to utilize strong communication skills. Be able to utilize all office equipment including provided computer and application software, printer, FAX, copier, multi-line telephone system. Requires excellent written and oral communication skills, including English usage, grammar, punctuation, and style. Ability to use appropriate reference materials and to multi-task. Familiarity with Data Processing capabilities and procedures is necessary. Must maintain HIPAA compliance.
JOB QUALIFICATIONS
EDUCATION
For positions requiring education beyond a high school diploma or equivalent, educational qualifications must be from an institution whose accreditation is recognized by the Council for Higher Education and Accreditation.
Minimum Required: None
Preferred/Optional: High school diploma or equivalent preferred.
EXPERIENCE
Minimum Required: None
Preferred/Optional: Two years call center and or customer service preferred.
CERTIFICATIONS/LICENSES
The following licensure(s), certification(s), registration(s), etc., are required for this position. Licenses with restrictions are subject to review to determine if restrictions are substantially related to the position.
Minimum Required: None
Preferred/Optional: None
Marshfield Clinic Health System is committed to enriching the lives of others through accessible, affordable and compassionate healthcare. Successful applicants will listen, serve and put the needs of patients and customers first.
Exclusion From Federal Programs: Employee may not at any time have been or be excluded from participation in any federally funded program, including Medicare and Medicaid. This is a condition of employment. Employee must immediately notify his/her manager or the Health System’s Compliance Officer if he/she is threatened with exclusion or becomes excluded from any federally funded program.Marshfield Clinic Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.