Under the direction of the department manager, the Patient Account Representative is responsible for the timely resolution of outstanding accounts due from third party carriers, individual patients and refunds. This includes account analysis, telephone contact, written correspondence, financial arrangements for payments and recommendations for account write-off or agency assignment.

Essential Competencies

• Attend seminars, as needed.
• Complete inquiry forms accurately and completely to expedite account resolution.
• Correct any errors promptly and accurately.
• Correct any errors promptly and have claim resubmitted if needed.
• Displays professional commitment and supports the unit team by promoting unity and teamwork among coworkers by maintaining a positive attitude and positive working relationships.
• Handle incoming correspondence and returned mail on a timely basis.
• Identify late charges, obtain supporting documentation, update contractual adjustment on the account and have a corrected claim submitted to the insurance carrier in a timely manner.
• Maintain accurate and complete notes on the patient account note area within the current computer system.
• Maintain productivity report for accounts within assigned responsibility and submit to Customer Service
• Manager weekly or as requested.
• Meet or exceed productivity and monthly cash collection goals as assigned by Customer Service Manager.
• Negotiate payment arrangements.
• Obtain a completed charity application with all required documents from patients that apply for charity or our discount program.
• Obtain all necessary documentation from patient, insurance company, or third payer intermediary to ensure all accounts are being resolved according to established hospital guidelines.
• Obtain approvals per procedure guidelines for any adjustments.
• Prepare refund request and obtain supporting documentation for credit balance resolution per established guidelines.
• Prepare request form for account write-off or agency referral after appropriate follow-up activity has been performed and refer to Customer Service Manager or other assigned personnel for approval.
• Reduce outstanding dollars and number of accounts on a consistent basis.
• Report all collection and follow-up activity daily as requested by the Customer Service Manager.
• Resolve accounts within assigned responsibility per Account Receivables Summary Report using procedure guidelines (collection work list).
• Responsible for understanding and participating in the organization-wide Performance Improvement Program through orientation, education, departmental and interdepartmental quality control, performance improvement, and quality planning activities.
• Screen patients for potential Medi-Cal coverage or charity write-off; if not able to negotiate payment arrangements.
• Send appropriate form letters when necessary.
• Submit transactions (adjustments) as required to maintain an accurate patient account record on the computer system.
• Telephone patient/guarantor, insurance company or third party intermediary to resolve account balances.
• Use the telephone as a primary tool in effective collection/follow-up activity.
• Verify the accuracy of the insurance payments and patient responsibility as stated in the Explanation of Benefits (EOB).
  
  Experience / Qualifications
  
• Experience with Chart Maxx or other scanning systems is desirable.
• Experience with Quadra Med/Affinity or other patient accounting software is desirable.
• Must be able to operate 10-key calculator, type a minimum of 40 words per minute and other business machine operation experience.
• Knowledge of fair credit and collection practices is desirable.
• Must present a professional image to patients and the community through telephone, personal contact, and/or written correspondence.
• Understanding of PPO/HMO and commercial insurance benefits and billing requirements is preferred.
• Experience of 2-3 years in a health care environment is preferred.
• Experience with Insurance (UB04) billing regulations; and electronic claims submission is desirable.
• Responsible to perform, understand and demonstrate ability of all courses designated, within 90 days of hire for new employees and within 1 year of 2/12/2018 for current employees. Current employees must successfully pass a competency test every two years from that original date completed.
• Certified Patient Account Technician certificate desired but not mandatory.

At USC Arcadia Hospital every team member of our 348-bed hospital strives to provide an exceptional patient experience while exemplifying our shared values of iRAISE - Integrity, Respect, Accountability, Innovation, Safety and Excellence. We achieve this through compassionate care, creating lifelong relationships by changing the way health and healthcare are delivered in our community.

At USC Arcadia Hospital, you’ll enjoy an excellent compensation and benefits package (Medical, Dental, Vision, Retirement Savings Plan with match, Life Insurance, Flexible Spending Account, Employee Assistance Program, Tuition Reimbursement, Paid Time Off, Free On-Site Parking, Child Care, Employee Referral Bonus Program, etc.), including professional development programs, and much more.

Living and Working in the San Gabriel Valley:

The City of Arcadia is located in the beautiful San Gabriel Valley, which is one of the best places to live and work in California and is just 15 miles north of downtown Los Angeles. The region offers a multitude of diverse entertainment, shopping and exceptional restaurant options. The San Gabriel Valley is less than an hour away from sunny Southern California beaches, and less than two hours away from local mountain resorts like Big Bear and Lake Arrowhead.

Locally, Arcadia is a wonderful, thriving community featuring the Los Angeles County Arboretum and Botanic Gardens as well as the Santa Anita Park racetrack, and is located next to the City of Pasadena, which hosts the New Year’s Day Rose Parade and Rose Bowl game annually. The region boasts excellent public and private schools and universities close by, including Cal Tech, USC, UCLA, Cal State Northridge, Cal Poly Pomona, Azusa Pacific University and the Claremont Colleges. Arcadia was recently named “Best Place to Raise Your Kids” by Bloomberg Businessweek magazine and is the perfect place to call home.

Pay Transparency

The hourly salary rate range for this position is $18.57 - $24.37. When extending an offer of employment, the University of Southern California Arcadia Hospital considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, State, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations .