Patient Financial Services Representative

Customer Experience Rep

Banner Health believes leadership matters, and we look for people who share our vision making health care easier, so life can be better. Our leaders are at the front of the health care transformation, planning the future of Banner Health.

As a Customer Experience Rep, you will be responsible for checking in and out patients, scheduling patients. Collecting monies owed, running eligibility and benefits to determine amounts due. Soft skills : characteristics sought based on team culture or work environment expectations. Communication, teamwork, problem solving, work ethic, attention to detail, adaptability, interpersonal skills.

Shift : Schedule / shift M-W 8 : 30am-5 : 00pm, Th-Fri 8 : 00pm-4 : 30pm

Location : 1520 S. Dobson Rd. Suite 203 Mesa, AZ 85202

POSITION SUMMARY

This position conducts registration, point of service collections and obtains authorizations and forms needed to maximize reimbursement. Document all facets of the registration process and meet accuracy goals as determined by management. Collect payments and meet regular collection targets as determined by management. Demonstrates the ability to collect payments, to resolve customer issues and provide excellent customer service. Perform financial counseling when appropriate.

CORE FUNCTIONS

1. Performs pre-registration / registration processes, verifies eligibility and obtains authorizations, submits notifications and verifies authorizations for services. Verifies patient's demographics and accurately inputs this information into A / D / T system, including documenting the account thoroughly in order to maximize reimbursement and minimize denials / penalties from the payor(s). Obtains federally / state required information and all consents and documentation required by the patient's insurance plan(s). Must be able to consistently meet monthly individual accuracy goal as determine by management.

2. Verifies and understands insurance benefits, Collects patient responsibility based on estimates at the time of service or during the pre-registration process. As assigned collection attempts may be made at the bedside. Must be able to consistently meet monthly individual collection target as determined by management.

3. May provide financial counseling to patients and their families. Explains company financial policies and provides information as to available resources. Assists patients with applying for Medicaid. Assists patients with completing all financial assistance programs (i.e. : basic financial assistance, enhanced financial assistance, prompt pay discount, loan program).

4. Acts as a liaison between the patient, the billing department, vendors, physician offices and the payor to enhance account receivables performance and meet payment collection goals, resolve outstanding issues and / or patient concerns and maximize service excellence.

5. Communicates with physicians, clinical and hospital staff, nursing and Health Information Management Services to resolve outstanding issues and / or patient concerns. Work to meet the patient's needs in financial services.

6. Consistently meets monthly individual productivity goal as determined by management. Completes daily assignments / work lists, keeps electronic productivity log up to date and inputs information accurately. Identifies opportunities to improve process and practices good teamwork.

7. Provides a variety of patient services and financial services tasks. May be assigned functions such as transporting patients, may precept new hire employees, recapping daily deposits, posting daily deposits or conducting other work assignments of the Patient Financial Services team.

8. Works independently under regular supervision and follows structured work routines. Works in a fast paced, multi task environment with high volume and immediacy needs requiring independent decision making and sound judgment to prioritize work and ensure appropriateness and timeliness of each patient's care. This position requires the ability to retain large amounts of changing payor information / knowledge crucial to attaining reimbursement for the services provided. Primary external customers include patients and their families, physician office staff and third party payors.

MINIMUM QUALIFICATIONS

High school diploma / GED or equivalent working knowledge. Requires knowledge of patient financial services, financial, collecting services or insurance industry experience processes normally acquired over one or more years of work experience. Requires the ability to manage multiple tasks simultaneously with minimal supervision and to work independently. Requires strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences. Strong knowledge in the use of common office software, word processing, spreadsheet, and database software are required.

PREFERRED QUALIFICATIONS

Work experience with the Company's systems and processes is preferred. Previous cash collections experience is preferred. Additional related education and / or experience preferred.