Department: AR Services, a Division of Healthcare Management

Reports To: Revenue Cycle Manager
Status: Hourly/Non-Exempt
Supervisory Role: None

Position Pay Range: $13.65 - $18.68 / hour; plus Monthly Bonus

Benefits include: Health, Dental, Vision, 401k, FSA, Paid Hours Off, Paid Holidays, Group Discounts, Life & LTD, EAP, Wellness Program, 2023 Employer-Paid FAMLI Premium

We don’t fill positions, we hire individuals…

Our culture is important and ensuring we have the right staff is critical. We encourage employee growth, provide learning opportunities, and often promote from within. Are you dependable, empathetic, and have an excellent work ethic? If so, you might be a good fit for us!

About Healthcare Management

Healthcare Management (HCM) was formed in 1992 by a group of rural hospitals and healthcare organizations. This innovative and collaborative group of providers sought to take control of their bad debt collections and improve how accounts were collected in their communities. Their first step was to purchase A-1 Collection Agency and subsequently formed AR Services in 2001 to provide extended business office services. Today HCM is owned and governed by 20 rural hospitals and healthcare organizations in Colorado and Utah and provides services to over 150 clients.

Patient Account Representative

As a Patient Account Representative, you will use your passion for helping others to provide outstanding customer service. In this important role, you will collaborate with patients to resolve the account balance, work with patients and their families to explain their medical bills and negotiate affordable payment plans or settlements.

Essential Responsibilities:

• Using empathy, you will contact patients by phone to resolve patient account balances, ensuring patient satisfaction by providing excellent customer service using the tools provided such as scripting, computer systems, and ongoing training.

• Using fantastic listening, verbal, and written communication skills you will help patients understand their bill, answer questions about their account(s), and the medical billing process. Help patients understand their Explanation of Benefits (EOB).

• Using your proficiency in computers you will transition between several software systems and monitors simultaneously. You will be responsible for securely maintaining your usernames and passwords.

• Using your attention to detail you will document all calls and follow-up; review and up-date patient information to include obtaining additional insurance information when applicable; setting up and managing payment plans and medical financing.

• Meet or exceed Key Performance Indicators (KPIs), department goals, and personal goals.

• Support your fellow team members with consistent attendance, excellent work ethic, and a caring team focus.

Knowledge, Skills, and Requirements

Education/Experience

Associates degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent of education and experience.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Have knowledge of database software, internet software, spreadsheet software and word processing software.
• Use good listening skills.
• Speak and write clearly in all situations.
• Responds promptly to customer needs.
• Resolves problems in a timely manner.
• Stay calm and respectful when managing difficult situations.
• Use empathy when managing emotional customer situations.
• Balance team and individual goals.
• Demonstrates persistence to overcomes obstacles.
• Prioritize and plan work activities, using time efficiently.
• Demonstrates accuracy and thoroughness.
• Adapts to change in the work environment and manages competing demands.
• Takes responsibility for own actions.
• Ability to adapted to company culture.

Certificates, License, Registrations

None.

Competencies
To perform the job successfully, an individual should demonstrate the following competencies:

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Business Acumen - Understands business implications of decisions. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Stays calm and respectful when managing difficult situations; Uses empathy when managing emotional customer situations; Meets commitments.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed; Resolves problems in a timely manner.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. Oral

Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Teamwork - Balances team and individual goals and responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.