Job Title:  Patient Account and Customer Service Representative             Department:  Patient Accounts

Reports to: Director of Patient Financial Services                                                                                                                             Revision Date: 11/06/2023

Grade Level: 14                                                                                                                 Status: Non-Exempt

Job Summary:

The Patient Account and Customer Service Representative is responsible for completing the billing process and follow-up; maintaining accurate patient account records per established routines and providing excellent customer service.

Duties/Responsibilities:

• Manages all phone communication for patients/customers’ needs, inquiries from Insurance Companies for resolution process, and transferring calls to staff/other Departments.
• Routinely prepares self pay mail and daily wire listings for Posting Staff.
• Routinely printing and posting the daily wire receipts.
• Routinely processes checks for Direct Deposit via online service.
• Routinely entering all monies collected daily to the Unapplied Spreadsheet for daily balancing.
• Routinely processes credit card/online payments from KOPP/Rev Express.
• Routinely communicates with KOPP/MERC/SIMONS Collection Specialist for patient demographic/billing information.
• Routinely works No Estate/Bankruptcy accounts and Bad Debt accounts from MERC/SIMONS.
• Routinely works Small Balance Reports and supports worklist from Supervisor.
• Routinely processes information to Anesthesia Group, Port City Physicians and OH Departments
• Perform other duties as assigned.

Required Skills/Abilities (Unit Specific):

• Excellent organizational skills, detail-oriented, and ability to productively multi-task.
• Ability to communicate effectively, both orally and in writing.
• Professionalism and business acumen appropriate for working with executives, physicians, clients, and support staff.
• Highly motivated, self-starter with excellent time-management skills.
• Basic knowledge of standard computer programs, including Microsoft Office Suite and application and use of internet.
• Knowledge of patient accounting systems preferred.
• Understands and complies with HIPAA and Protected Health Information rules and regulations.

Education and Experience:

• High school diploma or GED required.
• Experience in Patient Accounts and Customer Service preferred.

Working Conditions:         

• Frequently requires calls, correspondence and mailings, and lead follow up.
• Long periods of sitting, standing, walking and the ability to lift, push, pull or carry up to 25lbs.
• Requires attendance of meetings as required.
• Actively participates in in-service programs, in Quality Assurance programs and CQI, cross training; attends all mandatory classes as required; completes unit-specific competencies.
• Complies with DOH requirements for annual health assessments and required immunizations.
• Complies with regulatory agencies such as Emergency Medical Treatment and Active Labor Act (EMTALA), HIPPA, Joint Commission, NY Department of Public Health (NYDOH), etc., to meet regulatory requirements as appropriate for position.

Pay Range; $16.50-$18.55/hour

Employee salary is based on commensurate experience and other qualifications.

The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system that was established in 1881, Oswego Health is proud to continue to be one of Oswego County’s largest employers. More than 1,200 employees spread throughout its 17 locations, work for the Oswego Health system, which includes the 164-bed community hospital with a brand new Medical Surgical Unit, a 32-bed state-of-the-art psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services; and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, Oswego Health includes the Oswego Health captive professional corporation, Physician Care P.C., providing physician services in orthopedics, cardiology, ENT, gastroenterology, breast care, audiology, general surgery, bariatrics, and primary care.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic. Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.