[Hiring] Payment and Support Operations Representative @Atlas Healthcare Partners

Role Description

The Representative – Payment & Support Operations is responsible for the performance of the payment team under the direction of the Payment manager or supervisor. This includes coordinating and facilitating the resolution of post-adjudication payments and credits for both patients and payers.

• Resolve accounts by taking inbound telephone inquiries, preparing patient statements, assisting patients with collections questions, and maintaining patient account systems.
• Appropriately resolve accounts with post-adjudication patient and credit balances and remove barriers to the team’s success.
• Work with other departments, including accounting and third parties, to pursue and resolve patient balances and credits as well as payer credits.
• May work payments, adjustments, claims, correspondence, refunds, denials, financial/charity applications, and/or payment to help the team meet goals in work quality and productivity.
• Build strong working relationships with assigned business units, departments, or provider offices.
• Identify trends in payment issues and communicate with internal and external customers to educate and correct problems.
• Provide assistance and excellent customer service to internal clients.
• Propose and use systems to document and provide statistical data, prepare issues list(s), and communicate with payors and Revenue Cycle stakeholders accurately.
• Perform all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.
• Provide all customers with an excellent service experience by consistently demonstrating core and leader behaviors each day.

Qualifications

• High school diploma/GED is required.
• Requires knowledge of patient financial services or collections normally acquired over up to two years of work experience.
• Ability to manage multiple tasks simultaneously with minimal supervision and to work independently.
• Strong interpersonal, oral, and written communication skills to effectively interact with a wide range of audiences.
• Strong knowledge in the use of common office software, word processing, spreadsheet, and database software is required.

Requirements

• Additional experience and/or education preferred.
• Work experience with the Company’s systems and processes is preferred.
• Previous cash posting, collections, and payment experience is preferred.

Physical Demands/Environment Factors

• Typical Office Environment: Requires extensive sitting with periodic standing and walking.
• May be required to lift up to 20 pounds.
• Requires significant use of personal computer, phone, and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
• May require off-site travel.

Supervisory Responsibilities

• None

Directly Reporting

• Reports to the Supervisor – Payment & Support Operations

Scope and Complexity

• Works independently under general supervision, following defined standards and procedures.
• Reports to a Supervisor or Manager.
• Uses critical thinking skills to solve problems and reconcile accounts in a timely manner.
• External customers include all hospital patients, patient families, and all third-party payers.
• Internal customers include facility medical records and patient financial services staff, attorneys, and central services staff members.