Department: Billing Position:  Patient Account Representative Employee Category:  Non-Exempt Reporting Relationship:  Manager of Revenue Cycle Management   Character First Qualities: Decisiveness- The ability to recognize key factors and finalize difficult decisions. Dependability- Fulfilling what I consented to do, even if it means unexpected sacrifice. Flexibility- Willingness to change plans or ideas without getting upset. Patience- Accepting a difficult situation without giving a deadline to remove it. Tolerance- Accepting others at different levels of maturity.   Summary of Duties and Responsibilities: Under supervision, the Patient Account Representative is responsible for support and assistance to the patient in understanding their co-payments, explanation of benefits (EOBs), patient account statements and required documents for sliding fee scale eligibility. The Patient Assistance Coordinator will coordinate with Billers to collect outstanding balances or bad debt from patients and/or create payment arrangements. The Patient Account Representative will float to various Variety Care sites as directed.   Primary Duties and Responsibilities:  Reviews Provider schedules for accounts with outstanding balances or bad debt prior to the patient’s appointment. Assists patients with questions concerning their account balances, EOBs, co-payments, deductibles, co-insurance and payment plans by explaining details in a manner that the patient can understand. Coordinates with Billers when adjustments or reversals of adjustments are needed, as well as corrections to payments. Prints patient statements as requested. Assists patients with payment options and establishes payment plans. Collects patient balances and bad debt. Posts patient’s payments to accounts correctly by accepting cash, check, or performing credit card transactions. Answers e-mail and phone calls from Billers and patients concerning patient account details. Assists patients in completing financial assistance applications for other services offered by Variety Care vendors or partner agencies. Performs eligibility check for patient participation in the voucher program. Assists in completing and submitting vouchers as required. Coordinates and obtains patient referrals for clinical procedures. Assists patients with contracts and payments for clinical procedures. Travels to Variety Care sites on a weekly or daily basis for coordination of patient assistance. Performs special projects as requested and meets all deadlines as directed. Travels to various Variety Care locations/sites and works at different locations as directed. Supports Variety Care’s accreditation as a Patient-Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient-Centered, Timely, Efficient, and Equitable.  Provide leadership and work with all staff to achieve the goals of the “Triple Aim” of healthcare reform—to improve the experience of care, improve health outcomes, and decrease healthcare costs. Embodies the strength of personal character.  Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment.  Must be a leader in the department and community.  Result-oriented problem solver who is responsible and accountable. Performs other duties as assigned.   Requirements, Special Skills or Knowledge:  High school diploma or GED. One year of experience with third party billing in a Family Practice setting.  Experience communicating effectively with patients, management, front office and providers to resolve claim or account issues. Working knowledge of CPT codes. Understanding of medical terminology and protocols as well as basic knowledge of coding and anatomy. Expert critical thinking, analytics, problem-solving and sound decision-making skills. Experience interacting and communicating effectively with individuals at various levels both inside and outside the organization, often in sensitive situations. Proficiency and clerical accuracy with Microsoft Office and practice management software systems. Experience assisting and supporting others in a professional and respectful manner. Preferred skills or knowledge: Bilingual (Fluent in English and Spanish).   Essential Functions: Must be able to lift 25 pounds. Must be able to sit for extended periods of time. Must have excellent concentration ability.