Patient Advisor I

Job Title: Patient Financial Services Advisor

FLSA Status: Non -Exempt

Patient Advisor I - Physicians East PA, Arlington

We are looking for an exceptional Patient Advisor I to join our practice!

Physicians East, PA is a multi-specialty, multi-campus group based out of Greenville, NC offering a wide range of specialties. In addition to primary care the practice offers pulmonary and critical care medicine, rheumatology, dermatology, oncology, endocrinology, cardiology, obstetrics and gynecology, gastroenterology, surgery, urology, and urgent care. Our 102 providers and over 600 employees provide services for thousands of patients in a 29-county region. Our specialists are on staff at ECU Health, a 900+ bed, level one trauma center and the primary teaching hospital for the East Carolina University Brody School of Medicine (ECU-BSOM).

Located in the coastal plain area, only one hour from the Atlantic Ocean, Greenville is the vital center of business, industry, culture, education, and health care for eastern North Carolina. Its incomparable quality of life, the hospitality of its people, its modern outlook and interstate accessibility has contributed to the city's rapid growth. It has become a premier location to raise a family and enjoy a high quality of life. The mild climate and access to rivers and the ocean allows its residents to enjoy water sports, golf, tennis, and other sports, outside year-round.

Some of the benefits you will enjoy at Physicians East!

• Comprehensive Medical and Prescription Drug Plan
  • Reduced co-pays for those that utilize Physicians East Medical Providers!
  • Convenient onsite employee pharmacy that offers reduced co-pays!
• Dental insurance
• Vision insurance
• Critical illness, and other supplemental insurance plans available with payroll deduction!
• Employee assistance program at no cost to employee and covered dependents!
• Competitive long-term and short-term disability plans!
• Life insurance provided at no cost to the employee with options to purchase additional protection for you and your family!
• 401(k) with generous company matching contributions!
• Profit Sharing Program!
• Flex Spending Account
• Company Paid Short Term Disability Insurance
• Company Paid Long Term Disability Insurance
• Generous PTO program to provide our employees with essential work/ life balance!
• Paid holidays in addition to accrued PTO!
• Convenient parking onsite and close to where you work!
• Employee Discounts Programs to save you money!

About us

Physicians East, P.A.is a team of skilled healthcare professionals united to meet the challenge of delivering quality, cost-efficient, comprehensive healthcare to the people of Eastern North Carolina.

Location & commitments

FT/PT/Temp/PRN role based at our Greenville (other) location, Monday-Friday, 8a.m. – 5 p.m. Additional hours may be required to meet the needs of the business. Weekend work is rare but can occasionally be necessary.

Supervision Received: Reports to the QMS Operations Supervisor and Operations Manager.

Supervision Exercised: None.

Typical Physical Demands:

Work is performed in a high-volume office environment, which can be stressful at times. Involves frequent communication with patients, staff members and other medical facilities.

Typical Working Conditions:

Work requires sitting for long periods of time, some stooping, bending, and stretching may be required. Requires manual dexterity sufficient to operate a keyboard, type 40-wpm, telephone, fax machine and any other office equipment as necessary. Vision must be correctable to 20/20 and hearing must be within the normal range for telephone contacts.

About the role

The Patient Financial Services Advisor I is responsible for the research, investigation, and resolution of outstanding medical patient accounts receivable. The Patient Financial Services Advisor I is also responsible for communication and resolution of patient inquiries and negotiate payment plans; distribute and monitor calls requiring additional research, receiving payment, and posting amount to customer's account; preparing statements to credit department if customer fails to respond; and keeping records of collection and status of accounts. The Patient Financial Services Advisor I assist with maintaining assigned accounts receivables at appropriate levels. The Patient Financial Services Advisor I contact patients and insurance department on delinquent accounts.

Responsibilities:

• Make outgoing phone calls to patients to secure acceptable payments, payment arrangements, and or obtaining necessary medical billing insurance information.

• Receive incoming phone calls from patients to discuss statements and collect payments.
• Review daily/weekly reports and update accounts accordingly.
• Prepare and present reports on collection activities and process -when requested
• Track and monitor outstanding accounts receivable balances for determination of next steps in the medical collections process.
• Provide clear communication and excellent customer service on collection issues to patients, and internal business associates (physicians, office staff, management, etc.).
• Updating the practice management billing system to identify actions that have been taken on the account.
• Adhering to the Fair Debt Collection Practices Act (FDCPA) and all applicable HIPAA, state/National laws governing the collection of outstanding medical accounts receivable.
• Processing patient financial assistance discount applications, using established Federal Poverty Guidelines.

• After investigation, resubmit claims or submit corrected claims.
• Write and submit denials to third party payers.
• Negotiate and advise on collection of overdue bills and take appropriate action to recover overdue payments.
• Responsible for developing, implementing, maintaining, and managing organization policies on collection practices.
• May work with legal counsel regarding more complex collection cases.
• Completes work request timely and in accordance with instruction and production goals.
• Performs all the tasks necessary to maintain current and accurate account information in each of the appropriate systems (i.e., entering notes, claims on hold).
• Brings problems and troubling accounts, as well as related questions, to his/her immediate supervisor's attention daily.
• Perform other duties/projects as assigned by management.

Candidate requirements:

• High school diploma or equivalent; Associate’s/Bachelor’s degree is preferred.
• At least 2-3 years of relevant experience in medical patient collections within a hospital or healthcare practice required.

• Clear, professional communication skills, specifically telephone voice and technique.
• Experience with an Electronic Medical Record (EMR) and practice management system is required. Proficiency utilizing Microsoft Office suite of products.
• Knowledge of Medicare/Medicaid and major insurance carriers preferred.
• Working knowledge of the Fair Debt Collection Practices Act (FDCPA) preferred.

• Working knowledge of ICD-9 / CPT medical coding and billing, and Medical terminology preferred.
• Strong analytical and research skills.
• Problem-solving and critical-thinking skills

• Ability to submit appeals with supportive medical documentation.

• Ability to apply correct deductible, co-insurance, co-payment.
• Ability to apply correct benefits for Par, non-par provider, single case agreement.
• Excellent communication and interpersonal skills, both verbal and written.

• Ability to establish and maintain effective working relationships with patients, employees, and the public.
• Must be well organized, detail-oriented and have good time management skills.

Affirmative Action/EEO statement

Physicians East, P.A.is an equal opportunity employer and will not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, religion, creed, sex (including gender, pregnancy, sexual orientation, and gender identity, which includes status as a transgender individual), national origin or ancestry, citizenship, past, current, or prospective service in the uniformed services, genetic information (including family medical history), physical or mental disability, or other legally protected status. Reasonable accommodation will be made for persons with disabilities during the application process and/or at the time of employment. Requests for accommodation should be made to the Human Resources Department as early as possible in the application/employment process. Contact HR Office at 252-413-6368 or email careers@physicianseast.com

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.