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Patient Accounts Rep NMH

Methodist Health System locationOmaha, NE
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508 positions
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Web Mktg Technology Specialist

Methodist Health System locationOmaha, NE
508 positions
info linkReport a probelm Originally Posted : May 04, 2021 | Expires : July 3, 2021

Details

Salary
Unspecified
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Job Location
Omaha, NE, United States

Description

  • Purpose of Job
    • Our customer service team is responsible for handling inbound and outbound patient phone calls.
  • Job Requirements
    • Education
      • High School Diploma or General Educational Development (G.E.D.) required.

    • Experience
      • Preferred 1-2 years of previous customer service experience in a call center or business office setting, preferably in the healthcare field.

    • License/Certifications
      • N/A

    • Skills/Knowledge/Abilities
      • Requires effective communication skills for handling patient's and interdepartmental staff at a professional level.
      • Requires analytical ability to review accounts to determine appropriate action.
      • Requires the ability to discuss financial options such as bank loans, financial assistance, and payment plans.
      • Requires the ability to collect self-pay balances.
      • Requires the ability to identify, analyze, and solve patient concerns.
      • Requires the ability to handle a wide range of assignments.
      • Requires basic navigation skills in Microsoft Office applications, including Outlook, Word, and Excel.
  • Physical Requirements
    • Weight Demands
      • Light Work - Exerting up to 20 pounds of force.

    • Physical Activity
      • Occasionally Performed (1%-33%):
        • Balancing
        • Climbing
        • Carrying
        • Crawling
        • Crouching
        • Distinguish colors
        • Kneeling
        • Lifting
        • Pulling/Pushing
        • Reaching
        • Standing
        • Stooping/bending
        • Twisting
        • Walking
      • Frequently Performed (34%-66%):
        • Hearing
        • Repetitive Motions
        • Seeing/Visual
        • Speaking/talking
      • Constantly Performed (67%-100%):
        • Fingering/Touching
        • Grasping
        • Keyboarding/typing
        • Sitting

    • Job Hazards
      • Not Related:
        • Biological agents (primary air born and blood born viruses) (Jobs with Patient contact) (BBF)
        • Physical hazards (noise, temperature, lighting, wet floors, outdoors, sharps) (more than ordinary office environment)
        • Equipment/Machinery/Tools
        • Explosives (pressurized gas)
        • Electrical Shock/Static
        • Radiation Alpha, Beta and Gamma (particles such as X-ray, Cat Scan, Gamma Knife, etc)
        • Radiation Non-Ionizing (Ultraviolet, visible light, infrared and microwaves that causes injuries to tissue or thermal or photochemical means)
      • Rare (1-33%):
        • Chemical agents (Toxic, Corrosive, Flammable, Latex)
        • Mechanical moving parts/vibrations
  • Essential Job Functions
    • Essential Functions I
       

      • Reviews accounts referred by supervisor/lead and determines appropriate action, which includes contacting patients and providers, other hospital staff or departments as indicated.
        • Completes within 24 hours of receiving.
        • Responds back to supervisor that the referral has been handled.
        • Referrals are sent to the appropriate area, thru the referral queue, and followed up on according to the referral process.
          • A follow up call is made to the patient if needed.
        • Appropriate holds are placed on the account if needed.

      • Answers incoming calls, and will research patient requests, questions, and complaints, and take appropriate action.
        • Phone is answered by the third ring, and script is followed with a pleasant tone.
        • HIPAA information is verified on every call.
        • Demographic/Insurance information is updated appropriately.
        • Identifies the patient's needs/concerns, and takes appropriate action.
        • Discuss financial options on self pay balances including asking for payment in full, bank loan program, and financial assistance.
        • Referrals are sent to the appropriate area thru the referral queue, and followed up on according to the referral process.
          • A follow up call is made to the patient if needed.
        • Appropriate holds are placed on the account if needed.
        • Uses department tools, and resources such as Revenue Manager, X Drive, and training material to assist in handling the call.
        • Serve as a liaison between the patient, and various departments.
        • Delivers positive professional customer service at all times.

      • Reviews daily work, and sorts for priority.
        • FAFs received by fax or email are noted the same day, and placed in the mail area.
        • Patient correspondence is handled the same day.
          • Referrals are sent to the appropriate area, and a follow up call is made to the patient if needed.
          • Correspondence is sent to be scanned.
        • Patient emails are handled the same day following the email script.
        • Patient voicemails are returned the same day following the script.
        • Bank loans are handled as a priority due to expiration times.
        • Patient complaint letters are handled the same day, and referred to the appropriate area for assistance.
          • A phone call is made to the patient to acknowledge the letter was received.
        • Declined credit care payments are handled the same day. Credit card info needs to be shredded at the end of the day.

      • Payment Guidelines
        • Discuss all self-pay balances with patient at the time of the call.
        • Collects payment at time of the call.
        • Follows payment guidelines, and sets appropriate payment plans in the system.
        • Knowledgeable, and able to explain the financial assistance process.
        • 501r training
        • Knowledgeable, and able to explain the bank loan process.

      • Documents on billing systems any action taken in handling accounts.
        • Notes are clear, and easy to understand.
        • Documentation is completed immediately following the call.
        • Appropriate holds are placed on the account.
        • Referrals are sent thru the referral queue to the appropriate area.

      • Dollars collected, and correspondence numbers are completed daily.
        • Dollars collected are tracked and sent to the supervisor at the end of each day.
        • Task dollars are tracked and sent to the supervisor at the end of each day.
        • Correspondence is tracked and sent to the supervisor at the end of each day.
        • Meeting collection goal of $55,000/month.

      • Language and reasoning skills.
        • Manages difficult patients while remaining professional and delivering excellent customer service.
        • Communicates clearly and is easily understood over the telephone.
        • Does not use slang or abbreviated words such as EOB.
        • Demonstrates effective tone of voice.

      • Teamwork
        • Manages relationships with coworkers in a professional manner.
        • Contributes to the success of the team on a regular basis.
        • Assists teammates as needed.
        • Other duties as assigned.

      • Department Expectations
        • Adheres to attendance and punctuality standards.
        • Adheres to cellphone, texting, and internet policy.

    • Essential Functions II
       

      • Participates in mandatory in-services and/or CE programs as mandated by policies and procedures/external agencies and as directed by management.

      • Follows and understands the mission, vision, core values, Employee Standards of Behavior and company policies/procedures.

      • Other duties as assigned.








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Methodist Health System

Health Care/Wellness/Fitness
508 active jobs
locationOmaha, NE
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