CBO Patient Financial Services Representative

Centers For Advanced Orthopaedics Llc
Bethesda, MD
Oct 22, 2021
Oct 25, 2021
Accountant, IT
Full Time
Position Summary / Scope of Responsibility:The Centers for Advanced Orthopaedics LLC (CAO) is one of the nations largest Orthopaedics practices, owned and operated by physicians, with over 60 locations across Maryland, Northern Virginia, and the District of Columbia. With approximately 2,000 employees, working in 28 Divisions, CAO is a growing business with revenues of approximately $250 Million. CAO is committed to be the Orthopaedics provider of choice for our patients; partner of choice for payors and health systems; and employer of choice by attracting and retaining a talented workforce.The Patient Financial Services Representative is responsible for performing a variety of complex customer service-related functions through the Central Billing Office (CBO) Call Center. These include collection of prior debt, addressing billing questions, establishing payment plans, screening for financial assistance, responding to Chart inquiries and other customer service requests.Primary Responsibilities:The Patient Financial Services Representative may be asked to perform job-related tasks other than those specifically stated in this job description. Primary Responsibilities are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of CAO. The identification of essential functions and responsibilities below is not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to this position if such duties reasonably relate to the position.Answer incoming patient phone calls and make outbound collection calls on open balances.Update patient insurance, confirming eligibility and queue claims for billing.Update demographic and guarantor information in the Patient Accounting SystemHandle patient inquiries to address billing questions via inbound calls and patient correspondence.Fulfill patient requests for itemization of charges, adding/verifying/billing insurance, establishing payment plans, process adjustments, request refunds, and explain policy and guidelines.Initiate patient outreach on delinquent payment plans, adding accounts to existing payment plans and high risk/balance accounts.Review, address, and monitor credit balances to ensure compliance with regulatory and contractual obligations.Identify and troubleshoot patient billing issues to ensure resolution.Manage and work queues and worklists in patient billing system.Receive and process patient credit card payments and allocate to appropriate visits on the account.Evaluate accounts for bad debt placement and work with bad debt vendor on patient issues and concerns.Post appropriate discounts and adjustments to patient accounts.Interact with supporting departments; coding, cash-ops, AR follow up to resolve billing and payment issues.Conform with and abide by all regulations, policies, work procedures and instructions.Reporting Relationships:The Patient Financial Services Representative reports directly to the assigned Central Billing Office leader. The role currently does not have any direct reports.Requirements, Education and Experience:High school diploma2+ years of related experience, with experience in an orthopaedic setting preferredProficiency with Microsoft Office suite of products as well as electronic billing systemsExtensive knowledge of insurance, benefits, medical terminology, and medical billingCompetencies / Required Skills and Abilities:Strong Interpersonal Skills - Ability to develop relationships and collaborate and influence in a decentralized organization.Demonstrated ability to organize, prioritize, and manage multiple tasks in a dynamic environment with a proven track record of results.Strong interpersonal, oral, and written communication skills with excellent self-discipline and patience.Able to work independently.Exudes professionalism in presentation.Must be able to read, write, speak, understand, and communicate in the English language.

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