Patient Accounts Customer Services Representative I

Represents the System in a professional manner, using good customer service practices in the performance of the following duties: answers calls in a call center, phone queue environment to assist callers with various requests, concerns, and inquiries. Responsible for processing payments, establishing payment plans, adding/billing insurance information, and maintenance of patient accounts. Performs a variety of functions including, but not limited to, account follow-up, answering inquiries, resolving problems and interacting with patients, authorized representatives, and insurance companies to achieve payment of accounts in accordance with current government and payer regulations.

• Ensures accurate financial and biographical information has been obtained and properly entered into the appropriate records and systems according to HIPAA and privacy standards.
• Performs various functions to complete and expedite the billing process including, but not limited to, recording patient identification data, investigating charges, correcting and updating data, preparing the claim to bill, and updating computer functions.
• Reviews accounts and coordinates with appropriate departments on accounts requiring precertification, preauthorization, referral forms and other requirements related to managed care.
• Takes appropriate corrective action to include: follow up, rebilling, and/or adjustments according to policy and governmental regulations.
• Answers all inquiries regarding patient accounts.
• Interprets and explains to patients or authorized representatives the charges, services, and hospital policy regarding payment of bills.
• Resolves billing problems and/or receives insurance updates.
• Processes and distributes copies of billings as required.
• Enters data electronically into the patient-s account, verifies account balances, reviews electronic insurance remits and patient payments, processes electronic payments over the phone.

• Types and/or compiles correspondence and reports, photocopies information, files information, answers the telephone, takes messages and directs calls.
• Prepares and maintains records of patient charges.
• Maintains appropriate records, reports, and files as required.
• Maintains established policies and procedures, objectives, quality assessment, safety, environmental and infection control standards.
• Participates in educational programs and inservice meetings.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.

• Performs other related duties as identified.
• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Reaching - Rarely
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Occasionally
• Eye/Hand/Foot Coordination - Occasionally

• High School Diploma or GED Required

• Less than 1 year 3 - 6 months Required

• Excellent communication and interpersonal skills