Job Description

***Xtend offers competitive benefits including; Medical/Dental/Vision, Generous Paid Time Off/Paid Holidays/Monthly Bonus Eligibility/Tuition Reimbursement/401k plan plus Employer Match/Professional Development***

Xtend Healthcare, LLC, provides entirely revenue cycle-based projects which range from complete business office outsourcing to A/R legacy cleanup, self-pay and third-party CBO safety net engagements as well as coding and consulting engagements. We serve clients of all types and sizes in all 50 states -- from critical-access hospitals to those with more than 2,000 patient beds, and from individual facilities to multi-hospital, university-affiliated health systems as well as physician's revenue cycle business.

In 2015, Xtend was acquired by Navient, the nation's leading loan management, servicing and asset recovery company. By joining forces with Navient, the Xtend team will be bolstered by the strength, stability and resources of an industry leader, and leverage the parent company's large-scale business process outsourcing capabilities.

THIS POSITION IS LOCATED ON-SITE AT HOLY FAMILY MEMORIAL IN MANITOWOC, WISCONSIN.

Xtend Healthcare is looking for a Patient Business Services Representative I. This position serves as Patient Business Services Representative in the Business Office on-site at Holy Family Memorial, providing a variety of financial and clerical support functions to ensure the optimal operation of the department. Position provides customer service to patients offering solutions to their questions related to services, billing, and repayment of their medical debt. This includes providing customer service to patients in person and on the telephone, understanding and explaining complex insurance reimbursement situations, taking payments, establishing payment plans, and resolving patients concerns and questions. May post financial transactions; debits, credits, process refunds, etc. as needed.

JOB SUMMARY:

1. Customer Service

* Achieve assigned goals (resolution of calls, call quality, productivity standards specified by line of business) Answer phone calls daily as determined by management.
* Answer phone calls daily as determined by management.
* Provide solutions to patients on each call, as circumstances dictate. Update demographic, financial, and outcome information on each call.
* Negotiate payment plans where appropriate..
* Use job aids and crosswalks to answer patient questions and resolve accounts in an efficient manner.
* Proficiency with company telephone system while placing outbound calls and accepting inbound calls.
* Ensure strong communication skills to convey intricate account information.

2. Account Management

* Achieve assigned goals (resolutions, account review quality, productivity standards specified by line of business).
* Accurately perform transactions and postings in multiple systems following standard work guidelines.
* Post payments, adjustments, process refunds.
* Print and send claims.
* Ability to prioritize job responsibilities and manage time for timely completion of assignments.
* Demonstrate knowledge of hospital systems, internal systems and general accounting principles.
* U Assist with queues related to Discharged Not Final Billed, Collection Review, Letter Series audits, Self-Pay review, etc.

3. Compliance

* Perform basic auditing functions, assisting leadership with special projects related to achieving project Work Standards.
* Maintain proper work queue management and process, acting where needed per Work Standard guidelines.

Ensure all accounts are worked within clients project standards.

* Follow regulations outlined by state, federal, and third-party coverage procedures.

4. Other special project needs/duties as assigned.

MINIMUM REQUIREMENTS:

* High school diploma
* Minimum of 6 months of customer service experience preferably in an office or call center environment (additional equivalent education above the required minimum substitute for the checked level of experience)

PREFERRED QUALIFICATIONS:

* Experience with Hospital and/or Physician business office operations preferred.
* Experience with Insurance payers (Medicare, Medicaid, Commercial, Workers Compensation) preferred
* Financial transaction experience in banking, accounts payable or receivables preferred
* Exceptional customer service skills.
* Excellent verbal and written communication skills.
* Dedication to treating both internal and external constituents as clients and customers, maintaining a flexible customer service approach and orientation that emphasizes service satisfaction and quality.
* Proficient use of hospital registration and/or billing systems, and Microsoft Word and Excel software applications.
* Ability to follow regulations outlined by state, federal, and third-party coverage procedures.
* Ability to model the basic values of the mission, vision and values of Xtend Healthcare and the client.
* Ability to manage multiple tasks simultaneously and adjust to issues as needed in a dynamic work environment.
* Ability to prioritize and effectively anticipate and respond to issues as they arise.
* Ability to post transactions in multiple systems.
* Good analytical and problem-solving skills.
* Ability to work independently.