Patient Financial Services Representative

Description

Job Title: Patient Financial Services Representative

Department: Business Office 

Reports To: Revenue Cycle Director/Patient Service Supervisor

FLSA Status: Non-Exempt

Hours: 40/week

Shift: Days

JOB DESCRIPTION

The Patient Financial Services Representative supports Patient Service Representatives and assists patients with financial inquiries related to their care. This role helps patients understand their financial responsibilities, provides clear explanations of billing statements, and facilitates payment processing. The representative ensures a positive and professional patient experience while upholding hospital policies and maintaining confidentiality. The duties listed below are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this job.

• Provide patient financial support
• Respond to patient calls and inquiries regarding financial questions, billing concerns, and account details
• Explain insurance coverage, out-of-pocket costs, and patient financial responsibility in a clear and compassionate manner
• Review and interpret billing statements, insurance explanations of benefits (EOBs), and account balances
• Process patient payments accurately and securely
• Assist patients with setting up payment plans when appropriate
• Document all interactions and transactions in the hospital’s billing or EMR systems
• Work closely with Patient Service Representatives to provide support for complex billing questions
• Escalate issues to the Revenue Cycle Director or Patient Service Supervisor as needed
• Maintain strong working relationships with other business office team members
• Follow hospital financial policies and procedures
• Ensure accuracy in all patient account updates, documentation, and payment handling
• Maintain confidentiality by protecting sensitive, proprietary, or confidential information. Adhere to HIPAA privacy and security requirements
• Protects patients and employees by adhering to infection-control policies and protocols
• Must wear Personal Protective Equipment (PPE) as required to maintain Infection Control Standards as set by the facility
• Performs other related duties as assigned

REQUIRED SKILLS/ABILITIES/COMPETENCIES

• Proficient in Microsoft Office Suite or related software
• Thorough understanding of education tracking practices and techniques
• Excellent leadership skills
• Ability to interact effectively with people who have widely differing backgrounds
• Excellent oral and written communication skills in English
• Attention to detail and follow-through on work tasks
• Ability to handle many tasks at one time
• Ability to develop and maintain relationships with vendors
• Excellent interpersonal and conflict resolution skills
• Excellent organizational skills and attention to detail
• Excellent time management skills
• Strong analytical and problem-solving skills
• Ability to prioritize educational courses
• Ability to act with integrity, professionalism, and confidentiality
• Proficiency with or the ability to quickly learn the organization's electronic medical record, medical equipment, and other technologies
• Proficiency in faxing, emailing, and Google Suite
• Ability to perform basic mathematical calculations, balance and reconcile figures, and perform some statistical analysis

Requirements

MINIMUM QUALIFICATION

• Must have a High School Diploma or GED Equivalent
• Ability to understand and explain basic billing and insurance concepts
• Basic proficiency with computers and office software
• Previous experience in healthcare billing, patient financial services, customer service, or a related field
• Familiarity with medical terminology, insurance processes, or hospital billing systems

ESSENTIAL JOB FUNCTIONS

• Regular and predictable attendance
• Regularly required to sit, bend, stoop, and stretch
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment
• Requires a normal range of hearing and eyesight to record, prepare, and communicate appropriate reports
• Frequently able to lift/carry up to 50 pounds
• This job's specific visual abilities include reading and interpreting reports and data
• Prolonged periods sitting at a desk and working on a computer
• Must be able to access and navigate throughout the department within the organization's facilities
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing, accessing necessary information, emailing, and relocating educational equipment to classrooms, among other tasks

WORK ENVIRONMENT

• FCMC operates 24 hours a day, every day of the year. The operational needs of departments may require that you be available to work all shifts, including weekends and holidays, to meet the needs of patients.
• The employee generally works in typical office conditions, with a quiet noise level. 
• Occasional exposure to emotional or physical stress. 
• The employee works in the hospital setting. 
• May be required to travel to other facilities to obtain training as necessary.