Compensation

Patient Account Representative 3

UW CODE AND REPRESENTATIVE GROUP

18173 (NE S SEIU 925 Non Supv)
22922 (NE H NI SEIU 925 Non Supv)

CLASS SERIES CONCEPT

Process and resolve patient accounts receivable.

BASIC FUNCTION

Perform complex duties related to the patient accounts receivable. Patient accounting functions include billing, follow-up, collections, incoming inquires, audit resolutions, cash applications, credit balance resolutions, and registration updates.

DISTINGUISHING CHARACTERISTICS

Under general direction, this position may either handle a high volume of calls from patients or internal and external partners relating to patient accounts, OR manage patient accounts for specific complex patient populations such as, but not limited to, transplants, Self-Pay Packaged Price accounts, compliance audits, or underpayment resolution.

TYPICAL WORK

Handle a high volume of calls with patients, their families or representatives, insurance companies, attorneys, corporate clients, etc. in a structured environment working under a set schedule and tight timeframes;

Assist patients or their representatives in understanding their financial obligation and developing solutions to meet their financial responsibilities;

Independently manage special billing programs and projects;

Manage accounts covered under case rate contracts such as transplants and Self-Pay Packaged Prices;

Manage transplant donor and recipient accounts to ensure compliant processing;

Perform complex banking/financial reconciliation and coordinate posting activities;

Research and resolve underpaid accounts;

Provide initial telephone screening for financial assistance and assist patients in completing financial assistance applications;

Determine and post adjustments to patient accounts in accordance with department procedures;

Research, resolve and respond to patient inquiries;

Obtain detailed information from patient and relay information to appropriate medical center, billing department, or patient relations staff as necessary to improve service to patients;

Manage vendor invoices;

Research and file creditors claims and liens;

Manage relationships with corporate/institutional clients, including handling escalated issues, payment negotiations and special requests/projects;

Work as a liaison between patients and other UW Medicine entities to resolve complicated billings issues;

Coordinate with self-pay and collection outsourcing partners to help resolve patient issues and/or communicate outcomes;

May set up prepayments and confidential account for patients;

Maintain confidentiality of information, including protected health information (PHI);

Participate in and attend meetings and training as required;

Assist in orienting and training new staff;

Perform the work of a Patient Account Representative 2; and

Perform other duties as assigned.

MINIMUM QUALIFICATIONS

High School graduation or equivalent AND three years of experience in patient accounting, customer service, or a related office environment.

OR

Equivalent education/experience.

CLASS HISTORY

New Class: 05/01/2018

Classification series encompasses the work formerly performed by Patient Financial Services Specialist 1 (18081), Patient Financial Services Specialist 2 (18082), and Patient Financial Services Supervisor (18083). The Patient Financial Services series was inactivated at the effective date of the Patient Account Representative series.