GENERAL SUMMARY

Facilitates timely access to care by ensuring insurance eligibility and benefits are verified prior to service. Responsible for the collection of assigned accounts to ensure timely and accurate reimbursement and consistent follow-up and collection efforts. Regularly conducts communications (in person or over the phone) with patients and their families, attorneys, outside agencies, PVMC/KRMC personnel and medical staff to secure resolution of accounts while maintaining quality customer service. Maintains confidentiality of protected health information necessary for statutory compliance and prompt payment for medical services.

PRINCIPAL JOB FUNCTIONS

• Commits to the KRMC mission, vision, values, and goals and consistently demonstrates our core values.
• Assists with answering phone calls, directing internal and external calls, and greeting and providing excellent customer service to patients and visitors. Maintains the appearance of the front lobby; reports any issues to appropriate leader.
• Assists with printing itemized statements, completing deposits and maintaining daily cash logs, upfront collections, answering billing questions (in person or over the phone), financial assistance processes, and patient procedure cost estimates, as needed.
• Researches receipts that are not clearly marked for posting.
• Greets and directs patients, their relatives or other responsible individuals to obtain necessary information for account processing, including but not limited to, identifying and biographical information, insurance and financial information, employment information, emergency contacts, and any/all required information.

Ensures that business office duties are carried out according to facility policies and procedures.

• Researches, verifies and updates as necessary the accuracy of patient demographic and insurance information, prior correspondence, contacts and payments.
• Assists patients with Medication Assistance.

Completing and submitting applications. Notifies patients when medications have arrived. Acts as a liaison between patients and prescription company. Calls patients to re-enroll. Displays courtesy and sensitivity. Manages difficult or emotional customer situations, completing and reporting incidents, as necessary. Responds promptly, courteously, and professionally to customer needs whether in person, or by telephone. Works closely with physicians, nursing, registration, ancillary departments, patient financial services, clinic and hospital billing, SBO, patients, insurance companies and families. Recommends revisions in business office policies and procedures to maintain compliance with federal and state rules and regulations. Activates and announces all patient access emergency call systems; responds timely and appropriately within limits, to an emergency as outlined in department procedures. Prepares the daily clinic bank deposits.

• Distributes mail to appropriate recipients in the mailbox distribution areas.

Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of the latest trends in the field of expertise. Participates in meetings, committees, and department projects as assigned. Performs other related projects and duties as assigned. (Essential Job functions are marked with an asterisk "

• ").

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of computer hardware equipment and software applications relevant to work functions. Ability to communicate effectively both verbally and in writing. Ability to perform crucial conversations with desired outcomes. Ability to establish and maintain effective working relationships with all levels of personnel and medical staff. Ability to problem solve and engage independent critical thinking skills. Ability to maintain confidentiality relevant to sensitive information. Ability to prioritize work demands and work with minimal supervision. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE

High school diploma or equivalency required. Minimum of two (2) years' experience in financial counseling, pre-authorization, patient access, billing estimates, cash collection, insurance, appointment scheduling, or related experience in a health care environment preferred. Knowledge of medical terminology/CPT and coding skills preferred. Knowledge of third-party payer requirements preferred. Minimum of one (1) year of cashier and cash handling experience, and/or previous secretarial experience preferred.

PHYSICAL REQUIREMENTS

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.) (DOT) - Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.