Patient Account Liaison (Hybrid)

ABOUT AUSTIN REGIONAL CLINIC:

Austin Regional Clinic has been voted a top Central Texas employer by our employees for over 15 years!   We are one of central Texas’ largest professional medical groups with 35 locations and we are continuing to grow. We offer the following benefits to eligible team members: Medical, Dental, Vision, Flexible Spending Accounts, PTO, 401(k), EAP, Life Insurance, Long Term Disability, Tuition Reimbursement, Child Care Assistance, Health & Fitness, Sick Child Care Assistance, Development and more. For additional information visit https://www.austinregionalclinic.com/careers/

PURPOSE

Responsible for answering incoming calls from patients and collecting all insurance and demographic information necessary to appropriately setup a patient account, in order to submit clean claims for prompt payment from carriers. Assists incoming callers/patients with billing inquires and collecting payment while providing excellent customer service.  Responsible for contacting patients with appointments in order to obtain information to complete the registration process. Carries out all duties while maintaining compliance and confidentiality and promoting the mission and philosophy of the organization.

ESSENTIAL FUNCTIONS

Customer Service

• Receives inbound telephone calls from internal and external customers. ie. Patients, Insurance Representatives.
• Asks appropriate verification questions prior to releasing confidential patient information in accordance to company policy/HIPAA guidelines.
• Reviews and documents patient correspondence. Contacts patients to acknowledge receipts of correspondence in a timely manner, whenever necessary.
• Answers patient registration phone calls.
• Obtains all insurance and demographic information from patient necessary to setup accounts.
• Verifies insurance coverage and sets up new members for all insurance contracts.
• Updates insurance and demographic information on existing patients as provided by patient call or additional information received from site resources.
• Runs registration reports and follows up on incomplete or missing account information as indicated to complete registration process.
• Researches member account transactions for eligibility inconsistencies.
• Maintains complete, accessible, dated files and resource materials.
• Provides assistance to coworkers as requested and/or necessary.
• Documents productivity statistics reports to CBO Supervisor.
• Maintains thorough and effective communication with all coworkers.
• Utilizes Payor website systems and tools to accurately complete registration process.
• Adheres to all company policies, including but not limited to, OSHA, HIPAA, compliance and Code of Conduct.
• Regular and dependable attendance.
• Follows the core competencies set forth by the Company, which are available for review on CMSweb.
• Works holiday shift(s) as required by Company policy.

Collections

• Receives credit card payments via telephone processes payments over the secured online portal.
• Review account transactions for accuracy and distributes patient credits.
• Consults with CBO Supervisor prior to offering discounts for non-covered services.
• Return telephone calls to follow up with patients on status of their inquiry within timeframes established by department.

OTHER DUTIES AND RESPONSIBILITIES

• Performs other duties as assigned.

QUALIFICATIONS

Education and Experience

Required:  High school diploma or GED. Experience with admitting/registration, insurance claims, or customer service.

Preferred:  One (1) or more years of medical billing customer service experience.

Knowledge, Skills and Abilities

• Ability to engage others, listen and adapt response to meet others’ needs.
• Ability to align own actions with those of other team members committed to common goals.
• Excellent computer and keyboarding skills, including familiarity with Windows.
• Excellent verbal and written communication skills.
• Ability to manage competing priorities.
• Ability to perform job duties in a professional manner at all times.
• Ability to understand, recall, and apply oral and/or written instructions or other information.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to apply common sense in performing job.

Work Schedule: Monday - Friday 8:00am - 5:00pm