Patient Financial Experience Specialist/Full Time/Remote

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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Work efficiently and effectively through assigned workqueues or reports following standardized work procedures.
• Research accounts to identify root causes of errors and report potential issues to leadership.
• When potential issues are identified recommend possible solution of the issue to leadership.
• Meet established productivity and efficiency expectations.
• Correctly use tools and resources available to resolve accounts.
• Knowledge of applications used in the revenue cycle process related to patient billing.
• Represent patient pay in all communications with external customers, including patients, third party insurance companies, auditors, lawyers, vendors, etc.
• Verifying and adding insurance for billing when identified.
• Assist all internal and external customers in a professional manner.
• Responsible for timely responses to all service center inquiries to assist the customer in understanding their patient responsibility.
• Place or remove patient balances to external collections when balances have met appropriate criteria.
• Responsible for timely responses to collection agency inquiries.
• Responsible for processing accounts based on feedback from collection vendors.
• Assists with training and mentoring new team members.
• Review and process financial assistance applications.
• Using established policies and procedures, requests refunds and provides appropriate supporting documentation.
• Analyze and process refunds as a result of patient overpayment.
• Research and resolve accounts that are in a credit balance status this includes correcting adjustment amounts if needed.
• Understanding of the revenue cycle and the responsibility and goals of each area and how they impact the revenue cycle.
• Using established processes, redistributes payments as appropriate between patient accounts and AR buckets.
• Communicates with patients or insurance companies as needed to resolve credit balances.
• Supports the standards set forth in the HFH Code of Conduct by adhering to legal and ethical standards.
• Assists with special projects and performs other related duties as assigned.
• Maintain knowledge of CBO policies and procedures.
• Performs other related duties as assigned.