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Patient Account Representative, Business Office

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times. 

Position Summary: 

This position has the responsibility of working patient accounts as defined by the department established policies and procedures under the Manager and Supervisor within the department.  Specifics and volume of work is defined by the functional area within the Business Office that the employee is assigned.  All work shall be completed in a timely and accurate manner.  The Patient Account Representative (PAR) Level II position serves as a resource to PAR Level I staff by providing training and assistance in solving complex issues.  A Level II has the ability to handle and resolve complex issues with little or no supervision resulting in the correct outcome.

Integrity

• Assists Collection Supervisor to recognize and identify issues pertaining to the working of accounts.
• Demonstrates the ability to handle varying tasks as well as understanding and interpreting procedures relative to the revenue process.
• Demonstrates knowledge of State and Federal regulations, HIPAA guidelines, HCFA guidelines, TennCare guidelines and other Third Party Payer requirements assuring departmental compliance.
• Recognizes situations, which necessitate supervision and guidance, seeks appropriate resources.
• Adheres to established departmental policies and procedures, objectives, process improvement initiatives, safety, environmental and infection control standards.
• Does not promote or participate in solicitation during working hours within the department.
• Proactive in performing additional tasks necessary to meet department responsibilities and needs.
• Proficient and knowledgeable in all aspects of job duties in their relative area.
• No current disciplinary action as a PAR Level I.
• Supports, models and adheres to the desired behaviors of the KBOS constitution and Covenant Health for integrity which are; hold others accountable for living the values and behaviors, protect confidential information, deal with difficult issues honestly, directly, respectfully and tell the truth.

Quality

• Maintains established departmental policies and procedures, objectives, quality assurance program and safety standards.
• Demonstrates an ability to understand the payer requirements of insurance carriers.
• Demonstrates an understanding of all patient information from the facilities and the specifics of each follow-up to ensure appropriate reimbursement is received.
• Professionally deals with patients/public, co-workers, physicians, facilities, agencies and/or their offices, and other facility personnel using verbal, nonverbal and written communication skills.
• Performs specific functions relating to collection of patient accounts.
• Work load is consistently completed and accurate.
• Departmental Quality Audit results of 95% accuracy or higher.
• Performs other duties as assigned to the satisfaction of the department Supervisor and Manager.
• Supports, models and adheres to the desired behaviors of the KBOS Constitution for quality which are; celebrate and reward successes, seek out better ways to do our job, set improvement goals and standards striving to meet or exceed them, participate in forming and being part of work teams when necessary and do not say “it’s not my job”.

Serving the Customer

• Communicate effectively with patients/public, co-workers, physicians, facilities, agencies and/or their offices, and other facility personnel using verbal, nonverbal and written communication skills.
• Consults and works collaboratively with Supervisors, Co-Workers, Department management, and other facility personnel, effectively performing tasks of position.
• Attends meetings as required and participates on committees as directed.
• Perform other duties as assigned or requested.
• Promotes good public relations for the department ad the facilities, adhering to desired behaviors.
• Positive resource to peers; approachable and successful at training and development of others.
• Assists Vice President, Director, Managers and Supervisors on activities and projects, as needed.
• Supports, models and adheres to the desired behaviors of the KBOS Constitution and Covenant Health for service, which are; take ownership for our mistakes, resolve customer problems on the spot whenever possible, treat all people with respect and kindness, strive to meet or exceed customer expectations, collect and use customer feedback/data to improve processes and service and set an example for accountability and responsiveness: return e-mail and phone calls promptly, assure deadlines are met, keep commitments.

Caring for and Developing Our People

• Participates freely in intradepartmental quality improvement activities whenever called upon to do so.
• Provide assistance to new employees.
• Attends required In-Service training as scheduled.
• Attends monthly staff meetings and participates in discussions regarding work performance and departmental/facility updates.
• Supports, models and adheres to desired behaviors of the KBOS Constitution for caring which are; build a trusting environment by listening with a open mind and valuing different opinions; asking questions for understanding and allowing others to speak openly, do not gossip or criticize people behind their back, resolve conflicts, notice and express appreciation for good work and respect differences by listening with a open mind.
• The KBOS Constitution for developing people which are: commit time to learning and development, help others obtain the information and skills they need to succeed on the job, and utilize training, education and development opportunities.

Using the Community’s Resources Wisely

• Demonstrates promptness in reporting for and completing work, ensuring follow-through on assigned tasks.
• Follows protocols as established by the department.
• Demonstrates initiative in increasing skills and attends training programs as available.
• Utilizes resources available appropriately, i.e. use of equipment and supplies.
• Attendance is acceptable per the policy guidelines as defined.
• Supports, models and adheres to the desired behaviors of the KBOS Constitution for using the community’s resources wisely which are; be aware of cost and quality when making spending decisions, demonstrate a personal commitment to reduce waste, consider the impact on other departments and facilities within Covenant health when making decisions or taking action and ensure that meetings lead to solutions.

Minimum Education:           

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED.  Preference may be given to individuals possessing a HS diploma or GED.

Minimum Experience:         

Two to three years’ (2-3) experience in health care is required. Computer experience is required.  Knowledge of medical terminology, claims submission, customer service is preferred.  Expected to perform adequately within the position after working at least thee to six (3-6) months on the job.  Must be familiar with insurance plans and requirements ad collection practices e.g. Fair Debt Credit and Collection Act.

Licensure Requirement:      

None