Patient Account Representative

Patient Billing & Customer Service

• Answer incoming patient billing calls and assist walk-in patients with billing concerns.
• Explain charges, insurance payments, contractual adjustments, patient balances, and account status.
• Research and resolve billing inquiries and account discrepancies.
• Provide timely follow-up on unresolved patient concerns.

Cashiering & Payment Processing

• Accept and accurately process and record patient payments.
• Balance cash receipts and payment transactions according to department procedures.
• Issue receipts and maintain payment documentation.
• Reconcile daily payment activity as assigned.

Mail Processing & Payment Posting

• Receive, open, sort, and process incoming department mail, including patient payments, virtual checks, remittance advices (EOBs/ERAs), and correspondence.
• Post payments from virtual checks, lockbox remittances, and mail-in payments to the correct patient accounts in an accurate and timely manner.
• Verify posted payments against remittance advices and deposit records; research and resolve posting discrepancies and unidentified payments.
• Prepare mail-in payments for deposit in accordance with cash-handling procedures.
• Route non-payment mail, such as claim correspondence, denials, and requests for information, to the appropriate staff or department.

Self-Pay & Collections

• Review self-pay accounts for accuracy and appropriate follow-up.
• Perform approved self-pay discounts and adjustment activities according to hospital policy.
• Conduct collection activities within established guidelines.
• Communicate professionally with patients regarding outstanding balances and payment expectations.

Account Resolution

• Investigate disputed charges and billing concerns.
• Process approved account adjustments and corrections.
• Maintain complete documentation of account activity and communication.
• Escalate complex accounts to leadership or Financial Counseling staff when appropriate.

Minimum Qualifications

2-3 years of hospital-based insurance payment posting including a strong understanding of healthcare payer systems, such as Medicare, Medicaid, and commercial insurers.

Familiarity with HIPAA, coding guidelines, and other healthcare regulatory requirements.

Detail-oriented with a strong focus on accuracy and compliance.

3 years' experience with medical billing software (ESH currently uses Cerner/Oracle), preferred.

2 years' experience with both inpatient and outpatient claims processes preferred.

1 years' experience working in a critical access hospital or rural healthcare setting preferred.

Company Specific

• Represents Excelsior Springs Hospital with professionalism by adhering to our SERVICE values and upholding hospital policies.SERVICE: Supportive, Engaged, Respectful, Vibrancy, Integrity, Communication, and Excellence

• Protects PHI and HIPAA sensitive information for all patients and staff.
• Provides excellent care by ensuring all licensure, certification and hospital specific compliance training standards are met or exceeded.

Consistently follows departmental and hospital Health, Safety, Security, Hazardous Materials policies, and best practices.