Patient Financial Representative

Gillette Childrens is looking for a full time Patient Financial Representative. This role is 1.0 FTE 40 hrs/wk); MondayFriday 84:30. This is a remote opportunity after onsite training; however the selected candidate must reside in Minnesota or Wisconsin and have the ability to work onsite in St. Paul MN as needed.

Purpose of position:

As the voice of Gillette Childrens Specialty Healthcare the Patient Financial Representative works closely with Gillette patients and families to help them understand their statements and options available to resolve outstanding balances. Promotes and maintains professional and positive patient and family experience as the last impression of the organization.

• Phone Coverage: Primary point of contact for patients families and other customers such as thirdparty payors engaging with Gillette over the phone. This includes both inbound and outbound calls
• Customer Service: Works closely with patients and families to understand their statements and resolve outstanding selfpay balances by offering & setting up payment plans explaining resources such as GAP Gillette Assistance Program and providing guidelines and applications to families and collaborating with and referring patients to the Financial Advocacy Team as needed for GAP application processing and cost of care estimates.
• SelfPay Collections: Monitors PastDue SelfPay Queues to ensure monthly statements are released payments are made monthly and follows up via outbound calls with reminders of outstanding balance and options for assistance programs and payment plans. Refers delinquent accounts for collection agency placement. Assists with monthly collection agency reconciliation by monitoring reports.

Additional responsibilities are defined as those specific duties relating to the various revenue cycle functions as assigned by the Revenue Cycle Practice Manager Team Goals and Organizational job performance standards.

Compensation & Benefits Information:

The hourly wage for this opportunity is $20.76 to $31.13 with a median wage of $25.94/hour. Pay is dependent on several factors including relevant work experience education certification & licensure and internal equity. Hourly pay is just one part of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package that includes a retirement savings match tuition and certification reimbursement paid time off and health and wellness benefits for .5 FTE and above.

Core Responsibilities and Duties:

Phone Coverage

• Answers inbound calls for Gillettes main billing number
• Greets patient/family by introducing self and organization
• Triages calls and directs patients/families to the Financial Advocate Team Third Party Collections Team or Leadership Team as needed and opens detailed patient feedback concerns when appropriate
• Makes outbound calls as followup to voicemails left when all lines are busy or after hours
• Ends calls by confirming all patient needs are satisfied or escalated appropriately as needed
• Demonstrates consideration of patients and/or customers needs and feelings at all times.
• Provides feedback to leader when barriers in ability to cover phones arise
• Meets productivity metrics set by the department

Customer Service

• Provides excellent customer service as it relates to explaining patient statements and collecting patient payments.
• Works with families to negotiate prompt payment.
• Demonstrates consideration of patients and/or customers needs and feelings at all times.
• Consistently explains financial assistance options and offers payment plan options; sets patients/families up on recurring monthly payment plans
• Timely response to internal and external customer questions concerns and feedback.

SelfPay Collections

• Ensures patient statements are released monthly
• Ensures accurate patient billing by reviewing the balance and insurance processing prior to attempting to collect; escalates back to billing team for review if patient balance appears inaccurate
• Makes outbound calls to patients/families to collect payment on outstanding selfpay balances
• Consistently offers financial assistance and payment plan options
• Takes onetime payments and/or sets families up on monthly payment plans
• Refers delinquent accounts for collection agency placement
• Assists with monthly reconciliation with accounts placed with collection agency by monitoring patient accounts with agency reports

Technology Policies and Procedures

• Demonstrates competency in organizational systems including: Cerner Revenue Cycle Change Healthcare eDOCS online resources and other relevant technology
• Adheres to all organization and department policies guidelines and workflows to eliminate errors in practice
• Adheres to organization and department attendance policy
• Independently completes annual training as assigned
• Completes selfassessment timely and with contributing comments
• Completes 80 of peer feedback for direct peers

Personal Improvement

• Actively performs selfassessment receives feedback adapts behavior and contributes to growth
• Recognizes own strengths and weaknesses
• Participates in activities that promote professional growth and quality improvement
• Uses input to adjust behavior and practices

Process Improvement

• Takes initiative to seek out clarification from the appropriate individual when unclear
• Identifies breakdown in process impacting statement delays collections process/or account resolution that impacts revenue recovery
• Communicating challenges and opportunities to leadership

Education

• Demonstrates ongoing proficiency in work
• Regular participation in ongoing training and education relative to role
• Shares knowledge with peers (i.e. mentor educators analysts department training initiatives)

Communication

• Consistently interacts with others in a professional manner: respectful positive and open verbal and nonverbal communication
• Responsive when called upon and flexible/accepting of new assignments or work

Goals

• Identifies meaningful goals towards personal and professional growth and enters goals as directed by organization
• Demonstrates progress towards or completion of existing goals by due dates

Change Management

• Adapts to varying staffing and work assignment needs
• Asks clarifying questions when something is not understood
• Seeks out information from reliable sources
• Demonstrates openness to organization and department changes

Critical Thinking

• Takes ownership of patient experience by ensuring patient questions/concerns are addressed completely and appropriately and escalated as needed. Ensures accurate patient billing
• Demonstrates critical thinking with handoffs. Know who when and how
• Uses appropriate communication modalities for the situation at hand in person email Teams etc.
• Closes the loops follows through on situations and tasks

Recognition & Teamwork

• Actively engaged in work and team
• Treats others with respect and dignity
• Recognizes and respects role and contributions of peers
• Acknowledges and celebrates workplace success and achievements
• Displays ownership in the success of the department and organization by supporting the good ideas of others
• Works toward a common purpose
• Collaborates with others to work toward the common good while keeping individual needs and priorities in context

Qualifications:

Required

• High School Diploma/ GED
• 1 3 years experience in customer service administrative or healthcare setting

Preferred

• Advanced education (Associate or Bachelors)
• Healthcare collections experience that includes exposure to payer requirements and/or collection regulations

Knowledge Skills and Abilities

• Demonstrated strength in customer service organization attention to detail and the ability to create a positive patient experience
• Demonstrated ability to actively listen and communicate clearly with diverse patient population and posses conflict resolution skills
• Demonstrated ability to utilize resources and critical thinking to resolve patient/family needs while effectively communicating with internal and external customers/departments
• Strong computer aptitude including knowledge of Microsoft Office (Word Excel Outlook)
• Basic knowledge and understanding of insurance carriers and ability to read EOBs
• Excellent time management skills

Gillette Childrens is committed to recruiting and retaining a diverse team as we know that the diverse experiences of our employees make Gillette a stronger and better organization. We are committed to creating an equitable and inclusive environment where all patients families and staff are welcomed and valued. We believe diverse perspectives and identities foster excellence improve patient care and are essential for Gillette to fulfill its mission. Our team members collaborate to help patients of all backgrounds and abilities reach their full potential.

Gillette Childrens is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individuals race color creed sex religion national origin age disability marital status familial status genetic information status with regard to public assistance sexual orientation or gender identity military status or any other class protected by federal state or local laws.

Gillette Childrens is a global beacon of care for patients with brain bone and movement conditions that start in childhood. Our research treatment and supportive technologies enable every child to lead a full life defined by their dreams not their diagnoses.

To learn more about working at Gillette Childrens please visit Childrens participates in the U.S. Department of Homeland Security (DHS) EVerify program which is an internetbased employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If EVerify cannot confirm that you are authorized to work Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit for further details regarding everify.