Position Summary

The Patient Account Specialist/Trust is responsible for accurately and compassionately explaining to the client/responsible parties their financial obligations during the financial counseling session as well as updating them on any changes throughout their treatment at SML. The Client Service & Financial Representative must assist with insurance forms and ensure the coordination of benefits is completed. They will also assist the Insurance Claims Coordinator in claims follow up and answers client inquiries regarding claims statuses.

Position Responsibilities

Essential Responsibilities

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  Aids Business Office Manager in collection of private pay AR.
• Works as a client advocate and functions as a liaison between the client/family and facility to answer any financial/insurance related questions.
• Documents client account notes for all interactions/transactions in SOS and/or Clients file.
• Accurately interprets Explanation of Benefits to answer questions from family/client.
• Monitors discharge activity to ensure the timeliness of any refunds due back to client/responsible parties.

• Verifies information on appropriate accounts to determine insurance coordination of benefits. Verifies secondary insurance if needed/required. Will assist client with updating the coordination of benefits.

• Coordinates parent/family calls with assigned therapist once insurance denies/exhausts to explain stepping down or continuing and paying privately.
• Handles tracking of monthly advance billed invoices.
• Handles collections of: declined credit card payments, AR, OOP Costs, R&B, and client medical expenses for all entities.
• Handles chargeback disputes for Visa, Mastercard, Discover and Amex as needed.
• May aid Insurance Claims Coordinator for insurance claims corrections, updates, modifications.
• Educate clients about payment options and financial assistance (financial hardship form) and negotiates and strategizes client payment arrangement.
• Welcomes resident, family, and referral sources on the day of admission and completes all admission paperwork as indicated, per admissions process.
• Assists in daily administrative functions ensuring efficient business operations.
• Communicates with referents, resident, and families appropriately and effectively.
• Completes all required paperwork to facilitate a smooth admission process into all levels of care.
• Collaborates with Admissions Coordinator to plan and schedule admissions and acts as the concierge to ensure that the admissions process proceeds smoothly.

Additional Responsibilities

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  Abides by all company policies and procedures.
• Understands the services provided by company.
• Strong customer service skills are essential to all internal and external customers.
• Performs other duties and projects as assigned

Education and Experience

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  Associates degree or equivalent combination of education and experience is required.
• Previous experience with medical claims submission, insurance follow up, verification of benefits, and accounts receivable is highly preferred.

Physical Requirements

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  While performing the duties of this job, the employee will be required to communicate with peers/public, clients and/or vendors
• Job performance will require the ability to move throughout the building as well as sit or remain stationary for extended periods of time
• While performing the duties of this job, the employee may be required to talk or hear, sit, stand, walk, reach, climb or balance, stoop, kneel, crouch or crawl, taste or smell.
• Ability to move 25 pounds

Skill Competencies

• A minimum of 2-4 years of experience in Revenue Cycle management, insurance collections, healthcare billing or related field is preferred.
• Must be able to communicate effectively with clients, families, doctors, clinical team as well as insurance providers.

Ability to escalate issues for resolution

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