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Senior Patient Account Representative – Collections

Chandler, Arizona
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Job ID 19000MIP

Available Openings 1

Position Specific Information





PURPOSE AND SCOPE:


Under the direct supervision of the Billing & Collections Supervisor, responsible for identifying errors with claim data in the electronic billing work lists, researching accounts, and proactively following up with appropriate contacts to ensure necessary information is obtained in order to resolve issues for timely transmission of claims.


Supports FMCNA’s mission, vision, core values and customer service philosophy.Adheres to the FMCNA Compliance Program, including following all regulatory and FMS policy requirements.


PRINCIPAL DUTIES AND RESPONSIBILITIES:


  • Generates various billing related reports and reviews any issues with management as necessary.
  • Generates task related collections reports and distributes to team for review and follow up.
  • Provides leadership, on the job training and support to Billing and Collection Patient Account Representatives answering questions and providing help as needed to ensure the accurate and timely performance of department day-to-day functions. 
  • Responsible for driving the FMS culture though values and customer service standards.
  • Accountable for outstanding customer service to all external and internal customers.
  • Develops and maintains effective relationships through effective and timely communication.
  • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
  • Maintain assigned portfolio of accounts
  • Utilizes experience and knowledge to act as a resource and provide ongoing leadership and support to Patient Account Representatives answering questions and providing help as needed.
  • Researches and identifies complex errors, issues and discrepancies and escalates to supervisor for resolution as needed.
  • Generate and analyze reports and work lists in the identification and resolution of complex errors and issues, including but not limited to: bills, claims, and payments
  • May prepare routine reports of complex scopes for business needs
  • Utilizes AR report to verify claims sent electronically have been received
  • Troubleshoots claim errors and resolve issues on claims that have not been received successfully.
  • Generates billing related month end reports and reviews any issues with Leadership Team as deemed necessary. 
  • Ensure all activities in support of Operations within the assigned functions; and are following company policies and procedures; supporting the development and implementation of policy and procedural changes
  • Ability to recognize and identify payer trends and communicate effectively to Leadership Team
  • Demonstrates success working in a team environment focused on meeting organization goals and objectives required.
  • Act as an SME and mentor other staff by providing guidance and support within the performance of daily operations and within the assigned functions
  • Conducts on the job training for Patient Account Representatives with regards to all billing and collections activities helping ensure department processes and procedures are effectively understood and followed.
  • Suggests methods to improve department operations, processes, efficiency and service to both internal and external customers
  • Other duties as assigned.



CUSTOMER SERVICE:

  • Responsible for driving the FMS culture though values and customer service standards.
  • Accountable for outstanding customer service to all external and internal customers.
  • Develops and maintains effective relationships through effective and timely communication.
  • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


Able to lift up to 50 lbs. independently with some manipulation of supply and inventory expected.  Requires sitting and standing for extended periods of time.  Requires adequate visual acuity, manual dexterity and hearing (with or without accommodation).  Work environment includes inside work primarily around office equipment. 


EDUCATION:

High School Diploma or equivalent.


EXPERIENCE AND REQUIRED SKILLS:



3-4 years healthcare billing or collections experience with a High School Diploma, or 2 years healthcare billing or collections experience with a Healthcare Certificate (2 or 4 year degree).


Specific knowledge and experience with Medicare and Medicaid preferred


Working knowledge of Windows-based software applications (i.e., Word, Excel).


Ability to analyze data.


Excellent written and verbal communication skills.


Good interpersonal skills and team oriented.


Well organized and detail oriented.


Positive attitude, enthusiastic and energetic.





PHYSICAL DEMANDS AND WORKING CONDITIONS:

  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Occasionally lift and/or move up to 50 pounds.

EDUCATION:

  • High School Diploma required; Associate’s Degree desirable


EXPERIENCE AND REQUIRED SKILLS:

  • 2 – 4 years’ related experience; or an Associate’s or Bachelor’s degree without experience.
  • General computer skills with working knowledge in word processing, spreadsheet, and email applications.
  • Detail oriented with good analytical and organizational skills.
  • Good interpersonal skills with the ability to work cohesively within a team environment.
  • Excellent oral and written communication skills to effectively communicate with customers and all levels of management.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.