*Patient Financial Experience Specialist/Full Time/Hybrid Troy

GENERAL SUMMARY:

Under general direction, the CBO Patient Financial Experience Specialist is responsible for Henry Ford Health true and residual Self-Pay accounts. Identifies and determines in accordance with established policies and procedures - the accuracy and completeness of patient financial, insurance and demographic patient information to ensure patient responsibility is accurate.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

1. Work efficiently and effectively through assigned work queues or reports following standardized work procedures.

2. Research accounts to identify root causes of errors and report potential issues to leadership.

3. When potential issues are identified recommend possible solution of the issue to leadership.

4. Meet established productivity and efficiency expectations.

5. Correctly use tools and resources available to resolve accounts.

6. Knowledge of applications used in the revenue cycle process related to patient billing.

7. Represent patient pay in all communications with external customers, including patients, third party insurance companies, auditors, lawyers, vendors, etc.

8. Verifying and adding insurance for billing when identified.

9. Assist all internal and external customers in a professional manner.

10.Responsible for timely responses to all service center inquiries to assist the customer in understanding their patient responsibility.

11.Place or remove patient balances to external collections when balances have met appropriate criteria.

12.Responsible for timely responses to collection agency inquiries.

13.Responsible for processing accounts based on feedback from collection vendors.

14.Assists with training and mentoring new team members.

15.Review and process financial assistance applications.

16.Using established policies and procedures, requests refunds and provides appropriate supporting documentation.

17.Analyze and process refunds as a result of patient overpayment.

18.Research and resolve accounts that are in a credit balance status; this includes correcting adjustment amounts if needed.

19.Understanding of the revenue cycle and the responsibility and goals of each area and how they impact the revenue cycle.

20.Using established processes, redistributes payments as appropriate between patient accounts and AR buckets.

21.Communicates with patients or insurance companies as needed to resolve credit balances