Employment - Job Descriptions

JOB TITLE:	Patient Accounts Representative II
REPORTS TO:	Business Office Manager
FLSA STATUS:	Non-exempt
JOB OVERVIEW:	Collection of all private-pay accounts in accordance with The Doctors Clinic policies, procedures and processes.

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

1. Identify and review delinquent accounts using the support capabilities of the computer system, printed reports, and any other legal source to obtain appropriate information for the determination of appropriate collection action.
2. Process each account by performing the following collection actions as appropriate:

Resubmit accounts to agencies or insurance companies with additional or corrected information if necessary.
Contact patient to evaluate financial status and establish budget payment plans in accordance with clinic policies and procedures.
Generates collection letters and follow-up notices using prescribed formats and timing protocols.
Review accounts for possible assignment to a collection agency. Prepare the account and forward to collection agency in accordance with clinic policies and procedures.

3. Following Clinic policies and procedures, obtain proper authorization for terminating patients for non-payment. Generates patient letter and mails certified letters to patients. Maintain system of terminations and documentation including preparing notice for patient’s chart and updating patient’s account.
4. File creditor claims and bankruptcies with appropriate agencies per prescribed department guidelines.
5. Prepare documents for collection agency pending court cases and attend as required to support the collection process.
6. Must have an understanding and/or basic knowledge of all the duties of Patient Accounts I position including the ability to perform the job if needed.

ADDITIONAL RESPONSIBILITIES:

1. Prioritize responsibilities and maintain an organized work process that allows review and working of all assigned accounts on a monthly basis.
2. Produce reports showing results of collections activities.
3. Professionally and appropriately represent the Clinic’s interests at meetings/hearings with outside parties, as assigned.
4. Assist other office personnel in the performance of their duties as assigned and as workload permits.
5. Maintain confidentiality of sensitive information.
6. Work as a team member within the business office and all other departments.
7. Document work processes as required.
8. Perform other duties as assigned.

QUALIFICATIONS:

Education: High school diploma or equivalent.
Certification/Licensure: Not required.
Experience:
1. Minimum 2 years experience in collection procedures and principles.
2. 1 year experience in health care environment preferred.

Skills:
1. Ability to communicate difficult information with poise and confidence.
2. Ability to maintain adherence to Clinic’s standards for collection process despite patient reactions remaining polite, but firm.
3. Ability to solve straightforward problems independently.
4. Medical terminology preferred.
5. Basic computer and keyboarding skills.
6. Strong organizational and interpersonal skills.
7. Experience with conflict management.
8. Excellent verbal communication skills. Able to draft written communications for review and edit.

Other Requirements:
1. Ability to multi-task efficiently and effectively.
2. Must be able to act calmly and effectively in a busy or stressful situation.
3. Ability to communicate effectively in the English language in person, by phone and in writing.
4. Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance.
5. Must be able to establish and maintain effective working relationships with managers and peers.

Physical Requirements:
Hearing: Adequate to perform job duties in person and over the telephone.
Speaking: Must be able to communicate clearly to in person and over the telephone.
Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens for long periods of time without eye strain or stress.

Other: Requires sitting for extended periods of time. Requires manual dexterity to operate office equipment. Requires frequent bending, reaching, repetitive hand movements, standing, walking and squatting, with some lifting, pushing and pulling exerted regularly throughout a regular work shift.

THE DOCTORS CLINIC IS AN EQUAL OPPORTUNITY EMPLOYER

Last update: 5/16/2002