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Patient Services Associate II

Thomas Jefferson University & Jefferson Health
United States, Pennsylvania, Philadelphia
Jan 13, 2025
Job Details I. PRIMARY FUNCTION: Under the direction of the Supervisor II, Patient Services, the Patient Services Representative performs customer service and accounts receivable duties utilizing their knowledge of third party billing, collections, hospital systems, procedures, regulations and interdepartmental functions to resolve patient inquiries and outstanding balances in an expeditious manner while providing excellent customer service. This person encounters constant communication and problem solving situations with a variety of external customers as well as internal customers and must have the ability to handle all encounters with consistent, well-developed service skills. I. PRINCIPAL DUTIES AND RESPONSIBILITIES: 1. Meets all standards of the Patient Satisfaction Initiative Criteria in order to make AMH the hospital of choice for Patients and Employees. 2. Receives and initiates patient inquiries promptly, courteously and in accordance with state law regarding Fair Debt and Collection practices. Acts as a patient advocate when resolving patient complaints with the collection agencies and serves as a facilitator of communications with patients in order to ensure the highest levels of both reimbursement and customer service. 3. Establishes payment schedules in accordance with the guidelines of the department and advises the patient and their representative(s) of other available financial and social resources. 4. Reviews accounts with balances due from patients to ensure all necessary information has been conveyed to patient/guarantor and balance amounts are accurate and payment is timely. Helps patients to resolve outstanding accounts. 5. Researches problems and recommends appropriate action, updating and correcting account information (e.g., demographic data, charges, insurance data) as appropriate, re-billing third parties when necessary and posting adjustments to accounts requiring an allowance or correction in order to optimize account accuracy. 6. Maintains knowledge of all third party insurance carriers and regulatory requirements in order to correctly advise patients, their representatives, attorneys and physicians and properly processes accounts. 7. Consistently demonstrates ability to answer the questions professionally and with consideration to patients' medical conditions. Offers financial counseling to the patient according to established departmental and hospital policies, conveying both accurate and appropriate information to patients. Job Description POSITION QUALIFICATIONS: Patient Services Representative A. Experience: 1. Two years experience in third party billing, three to five years preferred. 2. Two years experience with computerized billing systems. 3. Three years customer service background required. B. Education and Training: 1. High School Diploma or Equivalent required 2. Some college and/or classes/seminars related to Third Party billing preferred. C. License Certification and Registration: N/A D. Other Requirements: 1. Excellent oral and written communication skills. 2. Some personal computer (spreadsheet/word processing) skills preferred. 2. General clerical, organizational and workload coordination skills. Work Shift Workday Day (United States of America) Worker Sub Type Regular Primary Location Address 1015 Chestnut Street, Philadelphia, Pennsylvania, United States of America Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years. Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.