JOB DESCRIPTION FOR JOB TITLE: - Home | UW Health



|Patient Financial Services Representative |

|Job Code: 440022 |FLSA Status: Non Exempt |Mgt. Approval: A Armstrong |Date: 8/2017 |

|Department : |HR Approval: K Szudy |Date: 8/2017 |

|JOB SUMMARY |

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|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 patient’s ability to pay, establishing payment arrangements, counseling patients on UW Health’s 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. |

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|ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS. |

|JOB REQUIREMENTS |

|Education |Minimum |High School Diploma or equivalent |

| |Preferred |Associate or Bachelor’s degree |

|Work Experience |Minimum | |

| |Preferred |Experience with customer service, insurance, finance, or medical office |

| | |UW Health Revenue Cycle experience |

| | |Experience with an automatic dialer phone |

| | |Epic Experience |

|Licenses & Certifications |Minimum | |

| |Preferred | |

|Required Skills, Knowledge, and Abilities |Excellent 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 principles |

|AGE 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 employee’s job description and identify each essential function that is performed differently based on the age group of the patient. |

| |

|PHYSICAL REQUIREMENTS |

|Indicate 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 Level |Occasional |Frequent |Constant |

| |Up to 33% of the time |34%-66% of the time |67%-100% of the time |

| |Sedentary: Ability to lift up to 10 pounds maximum and occasionally |Up to 10# |Negligible |Negligible |

| |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. | | | |

| |Light: Ability to lift up to 20 pounds maximum with frequent lifting |Up to 20# |Up to 10# or requires |Negligible or constant |

| |and/or carrying of objects weighing up to 10 pounds. Even though the | |significant walking or |push/pull of items of |

| |weight lifted may only be a negligible amount, a job is in this | |standing, or requires |negligible weight |

| |category when it requires walking or standing to a significant degree.| |pushing/pulling of arm/leg | |

| | | |controls | |

| |Medium: Ability to lift up to 50 pounds maximum with frequent |20-50# |10-25# |Negligible-10# |

| |lifting/and or carrying objects weighing up to 25 pounds. | | | |

| |Heavy: Ability to lift up to 100 pounds maximum with frequent lifting |50-100# |25-50# |10-20# |

| |and/or carrying objects weighing up to 50 pounds. | | | |

| |Very Heavy: Ability to lift over 100 pounds with frequent lifting |Over 100# |Over 50# |Over 20# |

| |and/or carrying objects weighing over 50 pounds. | | | |

|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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