Support Service Rep

Position Summary: Performs a variety of clerical duties involved in collecting balances due, recording and reviewing patient’s accounts. Answers inquiries from patients and vendors regarding account charges, insurance payments and balances due.   Review worklists and other reporting functions.

Responsibilities:

• Reviews and corrects patient accounts; reconcile insurance and patient bill balances.
• Sorts and enters patient and/or payor payments, charges, and other information to appropriate accounts; processes explanation of benefits (EOB) and remittance advices (R/A) by posting payment and contractual adjustment; and makes proper financial adjustments to accounts. 
• Runs and reviews daily reports and collection work lists when it pertains to credit balances, bad debt, estate, bankruptcies; contacts insurance companies on outstanding accounts; documents conversation and correspondence regarding accounts 
• Respond to vendor requests as it pertains to account balances, itemized statements, and insurance questions.
• Performs tasks for patient accounts such as; answering telephones, updating demographics, taking payments, reconciling accounts.
• Research and provide problem resolution for patients and insurance companies.
• Prepare deposit for clinics and hospital as needed.
• Occasional scanning as needed.
• Process correspondence and follow up as needed.

Qualifications: 

Required:

• High school diploma or equivalent is required.

Preferred:

• One year of working in healthcare office setting 
• Accuracy and attention to detail. Proactive approach to problem-solving and process improvement.
• Strong verbal and written communication skills, good organizational skills, efficient in computer operations including Microsoft Word, Excel, and Teams.
• Professional and courteous demeanor, excellent office and phone etiquette.

Patient Interaction: Periodic/Over the phone

HIPAA: This position will have access to the following Protected Health Information in order to carry out the duties related to their position at Hays Medical Center based on the following criteria:
Primary – required (routine) to do the job;
Secondary – required for the job, but mostly be exception; and
None – no approved access

Description of Information
Primary:
Patient Demographic Information (information used to identify a person): Name, Date of Birth, Address, Race, Marital Status, Religion

Clinical Information (information that describes a patient’s health status): Diagnosis, Reports/Medical Notes, Test Results, Problem List, Procedures, History and Physical

Coding Information (clinical information that is in (alpha) numeric format): ICD-9 Codes, Rev Codes, CPT Codes

Financial Information/Insurance (information related to insurance, billing and payment): Billing Information, Payer Name, Payer ID, Account Balances, Plan Elements Covered, Payment Information, Payment Rates