Description

Position Summary

Patient Payment Representative is responsible for the collection of self-pay balances while providing exceptional customer service during incoming/outgoing calls and assisting with the resolution of the patients accounts. PPR will handle inbound, outbound calls, and correspondence. This position represents Complete Billing Services & all their clients by upholding our pledge, “We believe every person has worth as an individual. We believe every person should be treated with dignity and respect. It is our responsibility to help patients find ways to pay their bills. We will be professional and ethical. We commit to honoring this pledge.” 

Supervisor

Early Out Manager

Department

Early Out

Responsibilities of the Position

• Self-pay account resolution for all patient accounts. 
• Contacting patients by the way of an auto dialer to gather information pertaining to payments. 
• Providing information about available assistance programs within client guidelines
• Answering all calls within a timely manner and with excellent customer service. 
• Verify accounts by collecting and updating patient demographics, insurance and payment information. 
• Review accounts to ensure patient balances due are accurate and that we have attempted to reach the patient by all means before referring them to collections. 
• Log all calls and contacts 
• Ensure adequate documentation is maintained
• Complete skip tracing for all undeliverable mail returned by the post office. 
• Communicate in a manner consistent with positive patient relations
• Provide helpful assistance in anticipating and responding to needs of all patients and family members.
• Remain calm under pressure and effectively deal with difficult people. 
• Independently recognize, interpret, and evaluate situations based on the level of urgency. 
• Ability to use good judgement in highly emotional and demanding situations 
• Ability to react to frequent changes in duties and volume of work 
• Manage multiple tasks with ease and efficiency
• Ability to work independently and with a team 
• Ensure high levels of customer satisfaction
• Ability to utilize various computer applications including EPIC and MS office
• Basic math skills 
• Maintains confidentiality and have knowledge of HIPPA and Red Flag regulations to ensue patient privacy at all times. 
• Collaborates with Supervisor/Manager to identify own learning needs and set goals using available resources to meet these needs/goals
• Maintains working knowledge of departmental/client policies and procedures through participation and by reading updates and other provided communication
• Works in collaboration with all coworkers, supporting our efforts through teamwork and the acceptance of additional assignments

Daily Responsibilities

• Maintain average hold time of twenty seconds
• Be at or above the average number of calls for the day
• Be at or above the average number of contacts for the day
• Maintain a Call Handle Time Average of 5:00 minutes or below
• Maintain and ACW and pause time under the required limit provided by management
• Maintain a call review minimum standard of 95% or more
• Verify and update demographics on every call
• Attempt to resolve all patient concerns on every call
• Maintain 100% quality customer service at all times
• Assist with training of new PPR’s
• Assists with reviewing, updating, and maintaining policies and procedures

Requirements

 Requirements of the Position

• Computer proficiency skills are required
• Ability to learn quickly and navigate effectively through multiple systems
• Must be organized, detail oriented, flexible, and able to meet deadlines. Proactively prioritizes needs and effectively manages resources
• Must communicate clearly and concisely
• Must have the ability to perform tasks and multi-task with a high level of accuracy and efficiency
• Must have working knowledge of HIPAA and Red Flag regulations, and practice patient privacy at all times
• Exemplifies the Mission/Vision/Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates
• Collaborates with Manager/Team Lead to identify own learning needs and set goals using available resources to meet these needs/goals
• Maintains working knowledge of departmental/hospital policies and procedures through participation and by reading updates and other provided communication
• Works in collaboration with other departmental associates, as well as other hospital associates supporting their efforts through teamwork and the acceptance of additional assignments

Difficulty of Work

Work activities are performed independently, utilizing basic guidelines as standards of performance. The incumbent must deal with a variety of reports, documents, and computer systems, and must utilize good judgment in carrying out job duties. Advice and guidance may be sought from the department’s Manager/Team Lead as warranted to ensure the provision of quality service. 

Responsibility

The incumbent works in a team concept, but takes calls on his/her own. Calls are recorded and randomly checked for training purposes. Errors may be caught, but not immediately. Work is somewhat independent in nature. The incumbent makes a substantial impact on the patient. 

Personal Work Relationships 

The incumbent must deal with a variety of staff levels, conditions and circumstances. Routine contacts are to be expected from incoming calls, patients, management, and associates, internal and affiliate company associates. Occasionally contacts can be expected from external people (vendors, customers, professional community, government agencies, and etc.) dealing with activities of limited complexity.