Patient Financial Representative - Business Office

at  Christus Health

SUMMARY:

The associate is responsible for the duties and services that are of a support nature to the Revenue Cycle division of CHRISTUS Health. The associate ensures that all processes are performed in a timely and efficient manner. The primary purpose of this position is to perform tasks that support account resolution and reconciliation of outstanding balances for CHRISTUS Health patient accounts. The position works in a cooperative team environment to provide value to internal and external customers.
The associate carries out his/her duties by adhering to the highest standards of ethical and moral conduct, acts in the best interest of CHRISTUS Health, and fully supports CHRISTUS Health’s Mission, Philosophy, and core values of Dignity, Integrity, Compassion, Excellence and Stewardship.

REQUIREMENTS:

• HS Diploma or equivalent years of experience required.
• Post HS education preferred.
• 1-3 years of experience preferred.
• General hospital A/R accounts knowledge is preferred.
• College education, previous Insurance Company claims experience and/or health care billing trade school education may be considered in lieu of formal hospital experience.

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Performs Revenue Cycle functions in a manner that meets or exceeds CHRISTUS Health key performance metrics.
• Ensures PFS departmental quality and productivity standards are met.
• Responsible for professional and effective written and verbal communication with both internal and external customers in order to resolve outstanding questions for account resolution.
• Manages and maintains patient and payor information to facilitate account resolution.
• Responds to all types of account inquiries through written, verbal or electronic correspondence.
• Develops and maintains working knowledge of all functions within the Revenue Cycle.
• Meets or exceeds customer expectations and requirements, and gains customer trust and respect.
• Compliant with all CHRISTUS Health, payer, and government regulations.
• Appropriately documents patient accounting host system or other systems utilized by PFS in accordance with policy and procedures.
• Provide continuous updates and information to the PFS Leadership Team regarding errors, issues, and trends related to activities affecting productivity, reimbursement, payment delays, and/or patient experience.
• Has professional and effective written and verbal communication.

Assembly

• Completes requests for supporting documentation related to account resolution, audits and other requests and ensures delivery to appropriate party.
• Perform support services for departmental Associates such as faxing of documents, copying, printing of forms, data entry and reception relief.
• Performs mail retrieval, sorting, distribution and inter-facility delivery duties for all Business Office Associates.
• Performs scanning and electronic upload of documents.

Cash Posting

• Ensures all payments are retrieved and posted accurately and timely, post lockbox monies, EFT/ACH monies, credit card payments, and patient payments including JV entries for nonpatient cash.
• Resolves submitted work queues for missing and/or unapplied cash.
• Monitor and perform cash reconciliation to identify cash posting errors and ensure all receipts are applied.

Customer Service

• Answers inbound calls to the department in a timely manner, consistent with department and/or industry standards.
• Collects and provides patient and payor information to facilitate account resolution.
• Responds to patient and insurance company complaints, correspondence, inquiries, and requests for information.
• Collects balance owing from third-party payers in accordance with state and federal laws governing collection practices. Ensures that collection efforts are thorough with the overall objective being to collect the outstanding balance in an ethical manner.
• Complete Attorney requests for billing records and subpoenas.