The Patient Self-Pay Account Services Representative is responsible for resolving all self-pay accounts at Rogers Behavioral Health, while maintaining strong relations with patients, guarantors, and business office departments. Under the direct supervision of department supervisors, this individual utilizes behavioral health billing knowledge and excellent customer service skills to effectively collect from and provide financial resources to patients and their families thereby promoting patient satisfaction and Rogers financial solvency.
Provide excellent customer service by greeting customers in a courteous, friendly, and professional manner
- Provide basic client support in a call center setting via phone or email by following processes which will identify if the issue can be quickly fixed, or if it needs to be escalated to a higher level client support
- Listen attentively to patient needs and concerns; demonstrate empathy while maximizing the opportunity to support the patient in resolution
- Respond to voice mail messages from customers and other parties in a timely manner
Assist external users of Rogers products or services by answering questions and solving problems involved in their use
- Confirm customer understanding of the solution and provide additional customer education as needed
- Brainstorm with the team to develop ideas to resolve problems to better serve the customer and/or improve productivity.
- Make follow-up outbound calls to customers and other parties as a part of case resolution
- Perform other duties as assigned
- Promote department goals as well as the mission of the hospital
- Communicate goals to fellow staff members
Demonstrate measurable goal achievement
- Maintain department policies and procedures, including requirements and guidelines from external agencies (i.e., Joint Commission, State of Wisconsin)
- Educate new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed
- Demonstrate acceptance and training of student interns in the department, as directed
Demonstrate understanding of Joint Commission and other regulatory agency compliance
- Involve self in the learning and application of standards relevant to the department
- Participate in in-services, seminars and other meetings to increase involvement and awareness of
- Involve self in the education of other disciplines regarding the department’s regulations
Participate in hospital committees, performance improvement team meetings, and team projects, as directed
- Demonstrate punctuality and preparedness
- Demonstrate effective communication skills
- Demonstrate good organizational skills
- Contribute in a positive, team centered, solution-focused manner
- Attend marketing department meetings as needed, actively participate in discussions, recognize and contribute to activities leading to improvement
Participate in the performance improvement program
- Gain understanding of the performance improvement process
- Apply the performance improvement model to your department’s activities
- Participate and/or create performance improvement teams that lead to improvement in other hospital areas
- Educate and involve self in the hospital and department’s performance improvement plans
Conduct self in a professional manner.
- Demonstrate organizational skills that promote timely response to all inquiries and to task completion
- Communicate with all individuals in a positive and professional manner
- Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution , process not person
- Communicate concerns and provide solutions for same
- Attend outside seminars and/or educational classes to promote professional growth
- Demonstrate a positive and professional attitude toward parties outside the hospital (provider relations representatives, managed care contractors, visitors, vendors, ).etc
- Comply with the hospital’s policies and procedures, including human resources, infection control, and employee health policies and programs
- Project a professional image by wearing appropriate, professional attire
BENEFITS:
- Comprehensive benefits package (medical, dental, vision, etc.) for positions of 30 hours or more per week.
- Childcare reimbursement offered for positions of 20 hours or more per week.
- Gainshare bonus based on company goals.
- 401k with matching contribution that is fully vested from day 1.
- Loan relief, tuition reimbursement and scholarship opportunities.
ABOUT ROGERS BEHAVIORAL HEALTH
Rogers Behavioral Health is a nationally recognized, not-for-profit provider of highly specialized psychiatric care. Rogers offers evidence-based treatment for children, teens, and adults with OCD and anxiety, addiction, depression and other mood disorders, eating disorders, trauma, and PTSD. Backed by more than a century of experience, Rogers is leading the way on measurement-based care and use of clinical outcomes.
Rogers provides residential care and has three inpatient facilities located in southeastern Wisconsin. Rogers also offers outpatient services in a growing network of communities across the U.S.
The System also includes Rogers Behavioral Health Foundation, which supports patient care, programs, and research; and Rogers In Health, an initiative that works to eliminate the stigma of mental health challenges. For more information, visit rogersbh.org.
To apply, please visit rogersbh.org/careers and complete an online application.
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EOE/MFDV
Required Skills
- Proven working knowledge of the following:
- Revenue cycle workflow
- IT and/or EHR software system, preferably Cerner
- Behavioral health terminology
- Hospital and professional billing processes and reimbursement
- Above average Microsoft Products, Excel, Outlook, Word, TEAMS
- Statutes and regulations impacting collection of past due accounts
- Exceptional customer service and interpersonal communication skills
- Proficiency in examining documents for accuracy and completeness
- Exceptional organizational skills
- Ability to work both independently with a great deal of autonomy and within a team
- Verbal and hearing ability required to interact with patients and employees. High Numerical ability required to maintain records and operate a computer
- Ability to plan, control and direct all aspects of employee relations. Tact required to interact effectively with employees and professional staff. Logical thinking and discretion required to make decisions in initiating and implementing policies and procedures and standards
- Must be able to read and communicate through written, verbal and auditory skills and
- Ability to multitask and manage time effectively
- Excellent communication skills
- Physically/Mentally able to perform job duties as verified by a physical exam by a licensed physician, per post-employment physical.
Required Experience
- High school diploma or GED,
- 1+ years relative experience
- Negotiations/collections, ability to think on your feet and with confidence
- Must have full understanding of customer service and insurance follow-up processes (i.e., billing, collections, managed care, Medicare, Medicaid and commercial practices) as well as well-developed interpersonal skills
- Knowledge of explanation of benefits (EOB) forms, CPT and ICD-I0 codes, HCFAs, UB92s, and authorizations/referrals.
Valid Wisconsin driver license. Must be granted insurable status by the Rogers Memorial Hospital insurance policy