Patient Accounts Rep

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

9/1/2023

Entity:

Wisconsin

Job Code:

440053

Job Title:

Patient Accounts Rep

FLSA Exemption Status:

Non-Exempt

Management Level:

Individual Contributor

JOB SUMMARY

The Patient Accounts Representative is responsible for resolving accounts while maintaining strong relations with patients, guarantors, clinical departments, and revenue cycle team members.  The representative utilizes medical billing knowledge to effectively answer all billing related questions.  The representative must consistently demonstrate the use of critical thinking skills, skilled communication and troubleshooting techniques as well as have excellent customer service skills. This position will have the ability to anticipate and respond to a wide variety of issues/concerns, and the ability to execute tasks efficiently and effectively across multiple billing entities.

The incumbent will negotiate full payment or payment arrangements from guarantor/payors while ensuring a positive patient experience and meeting UW Health's self-pay collection goals. It is expected that the representative will be able to handle disputes, research accounts to determine appropriate responsibility for account balances, assuring accuracy of billing information, making corrections as necessary, assessing the patient's ability to pay, establishing payment arrangements, and counsel patients on UW Health's financial assistance program, government programs, and Estimates. They will promote a positive patient and family experience, exhibit empathy, engage in compassionate collections, and demonstrate exceptional communication skills when interacting with patients from diverse backgrounds and dealing with stressful situations.

This position represents UW Health and the Revenue Cycle team by adhering and upholding the UW Health Mission, Vision, and Values, and UW Health Service Performance Standards in providing the highest quality service. They will support their co-workers, engage in positive interactions, and provide helpful assistance in anticipating and responding to the needs of our customers.

ESSENTIAL DUTIES

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Handle all communication with patients (in person, telephone, MyChart message, e-Mail, and voicemail), in a

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prompt and courteous manner

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Clearly explain charges, payments, account balance, and account status to patients to ensure first call resolution

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Communicate with Revenue Cycle teams, insurance companies, clinical staff/leadership, and others to resolve problem accounts

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Utilize outbound dialer, to make collections calls to patients on older outstanding balances. Negotiate full payment from patients and as appropriate assists patients in setting up a payment plan

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Provide education to patients on UW Health’s financial assistance policy and application process, if needed. Direct patients to the appropriate resources as necessary (e.g. Financial Counseling, Patient Relations)

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Receive, document, and respond to all patient correspondence in a prompt and courteous manner; accurately document all actions take to reconcile outstanding balances

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Verify patient coverage information and update registration as required

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As needed, assist patient in coordinating appeal processes with their insurance company

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Review self-pay undistributed and credit balance accounts and provide refunds to patients as necessary

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Support co-workers and engage in positive interactions.

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Communicate professionally and timely with internal and external customers

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Demonstrate friendliness by smiling and making eye contact when greeting all customers.

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Provide helpful assistance in anticipating and responding to the needs of our customers.

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Collaborate with customers in planning and decision making to result in optimal solutions.

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Ability to stay calm under pressure and deal effectively with difficult people

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned.  ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

X

Non-Clinical

JOB REQUIREMENTS

High School Diploma

or equivalent

Required

Associate's Degree

in Business, Finance, Health Information Management or related field

Preferred

Experience with customer service, insurance, finance, or medical office

Preferred

UW Health Revenue Cycle experience

Preferred

Epic Experience

Preferred

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. 

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Excellent customer service, interpersonal and organizational skills

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Ability to use good judgments in highly emotional and demanding situations

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Ability to react to frequent changes in duties and volume of work

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Excellent oral and written communication skills

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Ability to listen empathetically

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Ability to logically and accurately organize details

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Ability to manage multiple tasks with ease and efficiency

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Self-starter with a willingness to try new ideas

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Ability to work independently with minimal supervision and be result oriented

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Effective interpersonal skills, including the ability to promote teamwork

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Strong problem-solving skills

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Excellent computer operating skills (keyboard, mouse)

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Ability to use various computer applications including EPIC and MS Office

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Basic math skills and knowledge of general accounting principles

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Maintains confidentiality of sensitive information

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Broad knowledge of health care business office practices and principles

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Knowledge of medical and insurance terminology, CPT, ICD coding structures, and billing forms (UB, 1500)

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Knowledge of Business Office policies and procedures

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Knowledge of local, state and federal healthcare regulations

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Knowledge of bankruptcy and collection laws and the Federal Debt Collection Act, and how outside agencies operate preferred

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

☒

Sedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools. Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.

Up to 10#

Negligible

Negligible

☐

Light: Ability to lift up to 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds. Even though the weight lifted may only be negligible amount, a job is in this category when it requires walking or standing to a significant degree.

up to 20#

Up to 10# or requires significant walking or standing or requires pushing/pulling of arm/leg controls.

Negligible or constant push/pull of items of negligible weight

☐

Medium: Ability to lift up to 50 pounds maximum with frequent lifting and/or carrying objects weighing up to 25 pounds.

20-50#

10-25#

Negligible-10#

☐

Heavy: Ability to lift up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.

50-100#

25-50#

10-20#

☐

Very Heavy: Ability to lift over 100 pounds with frequent lifting and/or carrying objects weighing over 50 pounds.

Over 100#

Over 50#

Over 20#

Other - list any other physical requirements or bona fide occupational qualifications not indicated above:

Over 50 lbs.

UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.