ࡱ>  (bjbj[[ 499 (  ppppp8\,gUDDDDDTTTTTTT$uX'[TpTppDDT4!!!FpDpDT!T!!PKODHFL,T+U<gUL[Xl[XO[pO"A!Ym_TTZgU[ 6: Patient Financial Services RepresentativeJob Code: 440022FLSA Status: Non ExemptMgt. Approval: A ArmstrongDate: 8/2017Department : HR Approval: K SzudyDate: 8/2017JOB SUMMARY The Patient Financial Services Representative is responsible for the collection of self-pay balances while providing exceptional customer service. The Patient Financial Services Representative will handle outgoing and incoming calls, correspondence, as well as face to face communications at UW Health business office locations. Job duties include assessing the patients ability to pay, establishing payment arrangements, counseling patients on UW Healths financial assistance and government programs, following-up to facilitate prompt and accurate resolution of outstanding balances, as well as recommending accounts for referral to collection agencies if unresolved. 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 to our customers. Patient Financial Services Representative will improve collections while ensuring the highest level of satisfaction, keeping our promises and commitments, by demonstrating our commitment through respect, knowledge, responsiveness, and courtesy. MAJOR RESPONSIBILITIES Incumbent performs job demonstrating technical ability, understanding of job expectations and compliance with organization policies and procedures. Responsibilities include Self-Pay account resolution for all patient accounts. Contacting patients by way of an autodialer to gather information pertaining to payments, billing, collections and financial assistance. Assist patients by Providing information about available assistance programs. Explaining Community Care program. Sending out Financial Statements to patients in need of consideration. Setting up payment arrangements. Referring patient to Patient Relations/Resources for additional counselling as deemed necessary. Assisting patients with unresolved account balances that have been placed with collections. Answering all overflow calls and providing cross coverage for Customer Service Perform Epic account maintenance to Verify, collect and update patient demographics, insurance coverages and payment information. Review accounts by using the Work queues to ensure that the patient balances due are accurate and that we have attempted to reach the patient by all means before referring them to third party collection agency. Verify the patient account to determine if the collection letter needs to be sent. Ensure accuracy and approve account for placement with an outside collection agency. Log all activities ensuring account comments clarify actions taken and to record for quality control statistics. Address patient concerns by Answering and responding to incoming calls, written or face to face customer inquiries in a timely manner. Educating patients regarding managed care or related concerns. Providing fee estimate to potential patients on the E&M services. Answering questions regarding UW Health Billing policies. Effectively use business office equipment including Internal and External computer programs to confirm eligibility, research, review for resolving accounts. Language Line to assist our foreign patients. Skip tracing for undeliverable mail returned from the post office. Participate in the PBS Call Monitoring Program. Provide excellent customer service to patients and family members: Communicate in a manner consistent with positive patient relations. Demonstrate a welcome environment by smiling and making eye contact when greeting all patients and family members. Provide helpful assistance in anticipating and responding to the needs of all patients and family members. Collaborate with customers in planning and decision making to result in optimal solutions. Remain calm under pressure and effectively deal with difficult people. Independently recognize, interpret, and evaluate situations and their level of urgency. ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS.JOB REQUIREMENTSEducationMinimumHigh School Diploma or equivalent PreferredAssociate or Bachelors degree Work ExperienceMinimum PreferredExperience with customer service, insurance, finance, or medical office UW Health Revenue Cycle experience Experience with an automatic dialer phone Epic ExperienceLicenses & CertificationsMinimum PreferredRequired Skills, Knowledge, and AbilitiesExcellent customer service, interpersonal and organizational skills Ability to use good judgments in highly emotional and demanding situations Ability to react to frequent changes in duties and volume of work Excellent oral and written communication skills Ability to manage multiple tasks with ease and efficiency Ability to work independently with minimal supervision and be result oriented Effective interpersonal skills, including the ability to promote teamwork Strong problem solving skills Ability to ensure a high level of customer satisfaction including employees, patients, visitors, faculty, referring physicians and external stakeholders Excellent computer operating skills (keyboard, mouse) Ability to use various computer applications including EPIC and MS Office Basic math skills and knowledge of general accounting principles Maintains confidentiality of sensitive information Broad knowledge of health care business office practices and principlesAGE SPECIFIC COMPETENCY (Clinical jobs only) Identify age-specific competencies for direct and indirect patient care providers who regularly assess, manage and treat patients.Instructions: Indicate the age groups of patients served either by direct or indirect patient care by checking the appropriate boxes below. Next, Infants (Birth 11 months)Adolescent (13 19 years)Toddlers (1 3 years)Young Adult (20 40 years)Preschool (4 5 years)Middle Adult (41 65 years)School Age (6 12 years)Older Adult (Over 65 years)JOB FUNCTIONS Review the employees job description and identify each essential function that is performed differently based on the age group of the patient. PHYSICAL REQUIREMENTSIndicate the appropriate physical requirements of this job in the course of a shift. Note: reasonable accommodations may be made available for individuals with disabilities to perform the essential functions of this position.Physical Demand LevelOccasional Up to 33% of the timeFrequent 34%-66% of the timeConstant 67%-100% of the timeSedentary: 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#NegligibleNegligible 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 a 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#List any other physical requirements or bona fide occupational qualifications: 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.     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