Patient Payment Representative
RevOne Companies, Greenwood, IN, United States
Position Summary
Patient Payment Representative is responsible for collecting self‑pay balances while providing exceptional customer service during incoming/outgoing calls and assisting with the resolution of patients’ accounts. The PPR will handle inbound, outbound calls and correspondence, representing Complete Billing Services & all clients by upholding our pledge: “We believe every person has worth as an individual. We believe every person should be treated with dignity and respect. It is our responsibility to help patients find ways to pay their bills. We will be professional and ethical. We commit to honoring this pledge.”
Responsibilities
Self-pay account resolution for all patient accounts.
Contacting patients through an auto dialer to gather payment information.
Providing information about available assistance programs within client guidelines.
Answering all calls in a timely manner and with excellent customer service.
Verifying accounts by collecting and updating patient demographics, insurance and payment information.
Reviewing accounts to ensure patient balances due are accurate and that we have attempted to reach the patient by all means before referring to collections.
Logging all calls and contacts.
Ensuring adequate documentation is maintained.
Completing skip tracing for all undeliverable mail returned by the post office.
Communicating in a manner consistent with positive patient relations.
Providing helpful assistance in anticipating and responding to needs of all patients and family members.
Remaining calm under pressure and effectively dealing with difficult people.
Independently recognizing, interpreting and evaluating situations based on urgency.
Using good judgement in highly emotional and demanding situations.
Reacting to frequent changes in duties and volume of work.
Managing multiple tasks with ease and efficiency.
Working independently and with a team.
Ensuring high levels of customer satisfaction.
Utilizing various computer applications including EPIC and MS Office.
Basic math skills.
Maintaining confidentiality and applying HIPAA and Red Flag regulations to ensure patient privacy at all times.
Collaborating with Supervisor/Manager to identify learning needs and set goals using available resources.
Maintaining working knowledge of departmental/client policies and procedures through participation and reading updates.
Supporting teamwork and accepting additional assignments.
Daily Responsibilities
Maintain average hold time of twenty seconds.
Be at or above the average number of calls for the day.
Be at or above the average number of contacts for the day.
Maintain a Call Handle Time average of 5:00 minutes or below.
Maintain ACW and pause time under the required limit provided by management.
Maintain a call review minimum standard of 95% or more.
Verify and update demographics on every call.Attempt to resolve all patient concerns on every call.
Maintain 100% quality customer service at all times.
Assist with training of new PPRs.
Assist with reviewing, updating, and maintaining policies and procedures.
Requirements
Computer proficiency skills are required.
Ability to learn quickly and navigate multiple systems efficiently.
Organized, detail oriented, flexible, and able to meet deadlines with proactive prioritization.
Clear and concise communication skills.
Ability to perform tasks and multi‑task with high accuracy and efficiency.
Working knowledge of HIPAA and Red Flag regulations, practicing patient privacy at all times.
Exemplifies the Mission/Vision/Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates.
Collaborates with Manager/Team Lead to identify learning needs and set goals using available resources.
Maintains working knowledge of departmental/hospital policies and procedures through participation and reading updates.
Works collaboratively with other departmental associates and hospital associates, supporting teamwork and accepting additional assignments.
Difficulty of Work
Work activities are performed independently, following basic guidelines as standards of performance. The incumbent deals with a variety of reports, documents, and computer systems, utilizing good judgment in carrying out job duties. Guidance may be sought from the department’s Manager/Team Lead as warranted to ensure the provision of quality service.
Responsibility
The incumbent works in a team concept but takes calls on his/her own. Calls are recorded and randomly checked for training purposes. Errors may be caught but not immediately. The work is somewhat independent in nature. The incumbent makes a substantial impact on the patient.
Salary: $16 - 19 / hour
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Patient Payment Representative is responsible for collecting self‑pay balances while providing exceptional customer service during incoming/outgoing calls and assisting with the resolution of patients’ accounts. The PPR will handle inbound, outbound calls and correspondence, representing Complete Billing Services & all clients by upholding our pledge: “We believe every person has worth as an individual. We believe every person should be treated with dignity and respect. It is our responsibility to help patients find ways to pay their bills. We will be professional and ethical. We commit to honoring this pledge.”
Responsibilities
Self-pay account resolution for all patient accounts.
Contacting patients through an auto dialer to gather payment information.
Providing information about available assistance programs within client guidelines.
Answering all calls in a timely manner and with excellent customer service.
Verifying accounts by collecting and updating patient demographics, insurance and payment information.
Reviewing accounts to ensure patient balances due are accurate and that we have attempted to reach the patient by all means before referring to collections.
Logging all calls and contacts.
Ensuring adequate documentation is maintained.
Completing skip tracing for all undeliverable mail returned by the post office.
Communicating in a manner consistent with positive patient relations.
Providing helpful assistance in anticipating and responding to needs of all patients and family members.
Remaining calm under pressure and effectively dealing with difficult people.
Independently recognizing, interpreting and evaluating situations based on urgency.
Using good judgement in highly emotional and demanding situations.
Reacting to frequent changes in duties and volume of work.
Managing multiple tasks with ease and efficiency.
Working independently and with a team.
Ensuring high levels of customer satisfaction.
Utilizing various computer applications including EPIC and MS Office.
Basic math skills.
Maintaining confidentiality and applying HIPAA and Red Flag regulations to ensure patient privacy at all times.
Collaborating with Supervisor/Manager to identify learning needs and set goals using available resources.
Maintaining working knowledge of departmental/client policies and procedures through participation and reading updates.
Supporting teamwork and accepting additional assignments.
Daily Responsibilities
Maintain average hold time of twenty seconds.
Be at or above the average number of calls for the day.
Be at or above the average number of contacts for the day.
Maintain a Call Handle Time average of 5:00 minutes or below.
Maintain ACW and pause time under the required limit provided by management.
Maintain a call review minimum standard of 95% or more.
Verify and update demographics on every call.Attempt to resolve all patient concerns on every call.
Maintain 100% quality customer service at all times.
Assist with training of new PPRs.
Assist with reviewing, updating, and maintaining policies and procedures.
Requirements
Computer proficiency skills are required.
Ability to learn quickly and navigate multiple systems efficiently.
Organized, detail oriented, flexible, and able to meet deadlines with proactive prioritization.
Clear and concise communication skills.
Ability to perform tasks and multi‑task with high accuracy and efficiency.
Working knowledge of HIPAA and Red Flag regulations, practicing patient privacy at all times.
Exemplifies the Mission/Vision/Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates.
Collaborates with Manager/Team Lead to identify learning needs and set goals using available resources.
Maintains working knowledge of departmental/hospital policies and procedures through participation and reading updates.
Works collaboratively with other departmental associates and hospital associates, supporting teamwork and accepting additional assignments.
Difficulty of Work
Work activities are performed independently, following basic guidelines as standards of performance. The incumbent deals with a variety of reports, documents, and computer systems, utilizing good judgment in carrying out job duties. Guidance may be sought from the department’s Manager/Team Lead as warranted to ensure the provision of quality service.
Responsibility
The incumbent works in a team concept but takes calls on his/her own. Calls are recorded and randomly checked for training purposes. Errors may be caught but not immediately. The work is somewhat independent in nature. The incumbent makes a substantial impact on the patient.
Salary: $16 - 19 / hour
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