Patient Accounts Representative

Fred Hutchinson Cancer Center is an independent nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle Fred Hutch is the only National Cancer Institutedesignated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation HIV/AIDS prevention immunotherapy and COVID19 vaccines Fred Hutch has earned a reputation as one of the worlds leading cancer infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology infusion radiation proton therapy and related services and network affiliations with hospitals in five states. Together our fully integrated research and clinical care teams seek to discover new cures to the worlds deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration compassion determination excellence innovation integrity and respect. Our mission is directly tied to the humanity dignity and inherent value of each employee patient community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems.

Under general supervision the Patient Account Representative is responsible for the handling of incoming calls and inquires related to patient accounts responding to written correspondence contacting patients and responsible parties to assist with the resolution of outstanding patient account balance. In addition a variety of tasks relating to claims processing; contacts patients and responsible parties to resolve patient account balances; investigates account status and initiates the collection process.

• Handle a high volume of calls emails MyChart messages and inquiries from patients families caregivers Fred Hutch Cancer Center staff insurance companies and attorneys.
• Identify problem accounts with payors; investigate and correct errors followup on missing account information and resolve pastdue accounts. Verify that all charges within a patients account have been billed to the patients correct insurance plan.
• Research and resolve rejected incorrectly paid and denied claims in assigned work queues within an established time frame. Verify claims and cash files are being sent and received and ensure accurate payment posting is applied to patient accounts from both patients and insurance carriers.
• Coordinate information on behalf of patients and providers to respond to inquiries regarding claim billing or insurance Explanation of Benefits and thirdparty liability claims.
• Receive and post patient payments over the phone or electronically. Process refund requests as appropriate. Establish requested payment plans and monitor adherence to plans by responsible party.
• Utilize hospital billing system payor websites and system interfaces to manage accounts in a timely and effective manner.
• Screen patients and initiate applications for Financial Assistance as requested by patients. Provide resources and information to patients and callers.
• Complete all necessary research and assign accounts to collection agencies or necessary court documents for patient bankruptcies and probate.
• Contact appropriate Fred Hutch departments to obtain necessary information to resolve and follow up on inquires.
• Perform work in accordance with regulatory requirements policies/procedures and departmental standards regarding HIPAA patient confidentiality requirements and other government requirements. Ensure that proper billing procedures and privacy guidelines are implemented and carried out.
• Act as a liaison when a patient accesses Fred Hutch services.
• Performs other related duties as assigned.

Required:

• High School diploma or equivalent.
• A minimum of one year customer service experience in a business setting.
• Demonstrate strong customer service and written and verbal communication skills; treat customers with courtesy and respect.
• Collaborative engaged and flexible team player.
• Ability to apply critical thinking and good judgment when resolving patient complaints/issues.
• Ability to communicate verbally in person on the telephone and in writing in a clear and concise manner.
• Strong empathetic and active listening skills.
• Ability to respond to questions in a tactful timely and professional manner.
• Ability to maintain accuracy and pay attention to details.
• Knowledge of medical terminology.

Preferred:

• Customer service skills strongly preferred.
• Health care experience preferred.

The hourly pay range for this position is from $25.22 to $35.90 and pay offered will be based on experience and qualifications.

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health wellbeing and financial security. Benefits include medical/vision dental flexible spending accounts life disability retirement family life support employee assistance program onsite health clinic tuition reimbursement paid vacation 1222 days per year) paid sick leave 1225 days per year) paid holidays 13 days per year) paid parental leave (up to 4 weeks) and partially paid sabbatical leave (up to 6 months).