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Position Summary:
This position is responsible for resolving patient credit balances through various means and ensuring an appropriate turn around time in order for the patient/consumer to have a good experience.
Position Responsibilities:
Credit Balance Workflow
Will review and work WQs daily to ensure patient credit balances are being resolved efficiently and timely.
Credit balances should be resolved in a hierarchy of patient request age of credit and payor requirement such as Medicare or Medicaid
Patient Credits should be resolved ASAP
Verify validity of patient credit balances by researching reviewing and ensuring accuracy of payment and adjustment posting.
Review of EOBs when necessary to determine appropriate reimbursement and patient due amounts
Use payor specific contracts terms to validate credits
Understand and request appropriate system discounts when applicable.
Refund Workflow
Identify accounts where patient credits should result in patient refunds
Perform refund requests in system per guidelines and per original payment method
Work with approval team for any escalated accounts as needed
Inform Patient Financial Experience Sr. Director or designee of any potential issues or trends that might delay timely refunds to patients
Will ensure that patient outstanding patient balances are resolved prior to refunding
Focus on Service
Provide excellent service when dealing with patients employers management hospital staff and other parties within and outside of THR.
Provide patients/guarantors with information regarding their credit balance or refund when requested in a timely fashion
Communication should be clear concise and professional.
Requests deemed as escalated should receive immediate attention.
Enter all communications regarding patient accounts in the host system.
Reporting and other duties as assigned
Reports regarding credit balance volume resolution and refunds should be provided to management each week and with a monthly summary.
Reports regarding turn around time should be reported to management weekly and with a monthly summary.
Reports regarding trends in credit balances should be reported to management each month in an effort to identify any opportunities for improvement.
Will work with Estimates team as necessary to provide data regarding trends in credits
Will perform other duties as requested/assigned
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Patient Account Representative II - Balance & Refunds
Fast-paced high-volume clinic looking for a top skilled Patient Account Rep II
Work location: 612 East Lamar Arlington Texas 76011
Work environment:Remote Contact Center onsite training may be required one day per quarter
Work hours: Full-time 40 hours weekly; Monday thru Friday (8am 5pm)
Department Highlights:
Remote Work
Incentive Opportunities
Opportunity to enhance your goals and values
Full-Time