Patient Account Representative

Patient Billing & Customer Service

• Answer incoming patient billing calls and assist walk-in patients with billing concerns.
• Explain charges, insurance payments, contractual adjustments, patient balances, and account status.
• Research and resolve billing inquiries and account discrepancies.
• Provide timely follow-up on unresolved patient concerns.

Cashiering & Payment Processing

• Accept and accurately process and record patient payments.
• Balance cash receipts and payment transactions according to department procedures.
• Issue receipts and maintain payment documentation.
• Reconcile daily payment activity as assigned.

Mail Processing & Payment Posting

• Receive, open, sort, and process incoming department mail, including patient payments, virtual checks, remittance advices (EOBs/ERAs), and correspondence.
• Post payments from virtual checks, lockbox remittances, and mail-in payments to the correct patient accounts in an accurate and timely manner.
• Verify posted payments against remittance advices and deposit records; research and resolve posting discrepancies and unidentified payments.
• Prepare mail-in payments for deposit in accordance with cash-handling procedures.
• Route non-payment mail, such as claim correspondence, denials, and requests for information, to the appropriate staff or department.

Self-Pay & Collections

• Review self-pay accounts for accuracy and appropriate follow-up.
• Perform approved self-pay discounts and adjustment activities according to hospital policy.
• Conduct collection activities within established guidelines.
• Communicate professionally with patients regarding outstanding balances and payment expectations.

Account Resolution

• Investigate disputed charges and billing concerns.
• Process approved account adjustments and corrections.
• Maintain complete documentation of account activity and communication.
• Escalate complex accounts to leadership or Financial Counseling staff when appropriate.

Minimum Qualifications

·2-3 years of hospital-based insurance payment posting including a strong understanding of healthcare payer systems, such as Medicare, Medicaid, and commercial insurers.

·Familiarity with HIPAA, coding guidelines, and other healthcare regulatory requirements.

·Detail-oriented with a strong focus on accuracy and compliance.

·3+ years’ experience with medical billing software (ESH currently uses Cerner/Oracle), preferred.

·2+ years’ experience with both inpatient and outpatient claims processes preferred.

·1+ years’ experience working in a critical access hospital or rural healthcare setting preferred.

Company Specific

• Represents Excelsior Springs Hospital with professionalism by adhering to our SERVICE values and upholding hospital policies. SERVICE: Supportive, Engaged, Respectful, Vibrancy, Integrity, Communication, and Excellence
• Protects PHI and HIPAA sensitive information for all patients and staff.
• Provides excellent care by ensuring all licensure, certification and hospital specific compliance training standards are met or exceeded.
• Consistently follows departmental and hospital Health, Safety, Security, Hazardous Materials policies, and best practices.

*Onsite Position