Job Details

Customer Account Support Representative

Provides customer account support to respond to inquiries from patients and insurers.

Essential Responsibilities:

• Receives calls from patients concerning balances due, questions, complaints, and Patient Portal Questions.
• Keeps supervisor informed of any unresolved complaints or issues.
• Reconciles patient accounts and explains balances in detail to the patient.
• Identifies possible accounts receivable issues that may impact multiple accounts and reports to supervisor for research and resolution.
• Follows Financial Policy when reviewing patient accounts and establishing payment plans. Works with patient and supervisor to negotiate non-standard payment arrangements, if necessary.
• Follows up on Accounts as needed to ensure prompt responses to patients.
• Makes the necessary corrections to patient's insurance or account information.
• Processes credit card payments by telephone.
• Communicates with patients via Patient Portal regarding accounts receivable and other associated transactions.
• Requests adjustments or claim corrections to ensure account accuracy, as needed.
• Prints and sends manual insurance claims for primary and secondary insurance, as needed.
• Consistently displays a positive attitude and a personal commitment to excellence.
• Remains current on insurance issues and which insurances are accepted by White-Wilson Medical Center.
• Attends all department meetings and clinic required meetings.
• Maintains strict confidentiality.

Competencies:

• Patient Centered
• Accountable for Results
• Teamwork
• Effective Communication
• Quality Focus
• Professional Knowledge

Required Education and Experience:

• High school diploma or GED.
• One year of customer service experience.
• One year of medical business office.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. Strong verbal and written communication skills required. The employee frequently is required to sit for long periods of time; stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Ability to exercise good judgment and positively influence and lead others, including handling confrontations with poise and efficiency. Repetitive motion of upper body required for extended use of computers and telephones.

Position Type/Expected Hours of Work:

This is a full-time position in an outpatient medical business office setting. Days and hours of work are Monday through Friday between the hours of 8:00am to 5:00pm. Based on business need, the ability to work a flexible schedule, including some overtime as approved in advance.

Travel:

This position does not require any travel.

Work Environment:

This position requires regular and reliable on-site attendance.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. White-Wilson Medical Center, P.A. and affiliates are equal opportunity employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.