PATIENT ACCOUNT AND CUSTOMER SERVICE REPRESENTATIVE

Job Title:

Cashier, Patient Account, & Customer Service Representative Department:

Patient Accounts Reports to:

Director of Patient Financial Services Revision Date:

3-30-2026

Status:

Non-Exempt Job Summary:

The Patient Account Representative Cashier, Patient Account, and Customer Service Representative performs all activities associated with the timely and accurate handling of daily miscellaneous cash receipts and corresponding bank deposits, incoming mail distribution, customer service activities, employee account deductions preparation and customer inquiries, as well as completing the billing process and follow-up and providing excellent customer service.

Duties/Responsibilities:

Receives daily miscellaneous customer and miscellaneous receipts from various sources. Prepares daily deposits, reconciles, and forwards daily to accounting. Reconciles all off-site deposits and ensure they are in balance with the control logs received from each of the facilities. Posts receipts to the account. Provides customer with a receipt of the transaction and answers any and all other questions from customers. Receives and distributes hospital mail Sorts and delivers mail to finance and patient accounts. Forwards remaining mail to the switchboard personnel for hospital distribution. Manages all phone communication for patients/customers' needs, inquiries from Insurance Companies for resolution process, and transferring calls to staff/other Departments. Routinely prepares self-pay mail and daily wire listings for Posting Staff. Routinely printing and posting the daily wire receipts. Routinely processes checks for Direct Deposit via online service. Routinely entering all monies collected daily to the Unapplied Spreadsheet for daily balancing. Routinely processes credit card/online payments from KOPP/BillingTree. Routinely communicates with

KOPP/MERC/SIMONS

Collection Specialist for patient demographic/billing information. Routinely works No Estate/Bankruptcy accounts and Bad Debt accounts from

MERC/SIMONS.

Routinely works Small Balance Reports and supports worklist from Supervisor. Routinely processes information to Anesthesia Group, Port City Physicians and OH Departments Seeks advice and guidance as necessary to ensure proper understanding. Complies with patient confidentiality policies for the retention of patient health information, or when handling, distributing, or disposing of patient health information. Performs all other duties as assigned. Required Skills/Abilities (Unit Specific): Attendance ensures that job requirements are met. Present and ready for work in designated area at assigned time. Uses appropriate resources (equipment, ideas, personnel) in providing individualized customer interaction. Demonstrate ability to assess self-learning needs and seeks assistance to meet those needs. Participates in cross-training Maintain confidentiality in all patient, hospital, and physician related information; demonstrates complete discretion when discussing patient information, understanding and complying with HIPAA and Protected Health Information rules and regulations. Participates in meetings as assigned Makes recommendations and suggestions procedure changes, understands and supports the need for change in work, policies or procedures. Adapts easily and willingly to changes in job responsibilities. Demonstrates supportive and understanding communication and behavior when in contact with guests (patients, visitors, clients, physicians, employees, volunteers, etc.), always displaying positive guest relations. Demonstrates competence in use and maintenance of all department equipment. Demonstrates cost-effective awareness in use of resources and supplies. Knowledge of patient accounting systems preferred.

Safety:

Utilizes proper techniques of body mechanics for patient and personnel safety. Maintain a safe environment for self and staff. Demonstrates complete knowledge of safety policies and procedures.

Education and Experience:

One year minimum experience in an administrative, customer service, or clerical position requiring the safe handling of sensitive documents and cash as well as frequent contact with customers. High School Diploma or GED required. Basic knowledge PC and Microsoft Office Suite, as well as patient accounting systems. Understand and comply with HIPAA and Protected Health Information (PHI) rules and regulations. Good communication and interpersonal skills. Experience in Patient Accounts preferred.

Working Conditions:

Frequently requires calls, correspondence and mailings, and lead follow up. Long periods of sitting, standing, walking and the ability to lift, push, pull or carry up to 25lbs. Requires attendance of meetings as required. Actively participates in cross training; completes unit-specific competencies. Complies with DOH requirements for annual health assessments and required immunizations. Complies with regulatory agencies such as Emergency Medical Treatment and Active Labor Act (EMTALA), HIPPA, Joint Commission, NY Department of Public Health (NYDOH), etc., to meet regulatory requirements as appropriate for position. Pay Range; $16.83-$18.92 Employee salary is based on commensurate experience and other qualifications. The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system that was established in 1881, Oswego Health is proud to continue to be one of Oswego County's largest employers. More than 1,200 employees spread throughout its 17 locations, work for the Oswego Health system, which includes the 164-bed community hospital with a brand new Medical Surgical Unit, a 32-bed state-of-the-art psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services; and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, Oswego Health includes the Oswego Health captive professional corporation, Physician Care P.C., providing physician services in orthopedics, cardiology, ENT, gastroenterology, breast care, audiology, general surgery, bariatrics, and primary care.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic. Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.