Reports to the Supervisor/Manager of Patient Accounts. According to established policies and procedures, explains Memorial Hospital of South Bend's (MHSB) and/or Elkhart General Hospital's(EGH) financial policies and reviews the patient's ability to pay (or the potential for insurance coverage). Assists all patients who present without insurance coverage or who need assistance in meeting MHSB/EGH's financial requirements. Works closely with patients, in a professional and courteous manner, regarding payment arrangements and pro-actively works with the patient in order to help them meet MHSB/EGH's financial requirements. Advising patients, if necessary, about the possible MHSB/EGH and state assistance programs that may be available to them.
MISSION, VALUES and SERVICE GOALS
MISSION: We deliver outstanding care, inspire health, and connect with heart.
VALUES: Trust. Respect. Integrity. Compassion.
SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.
Education and Experience
The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a high school education or equivalent. A minimum of three years of experience in a hospital insurance department, collections office or a related position is required. A medical terminology course must be successfully completed during the first year of employment. Additional college-level courses in the medical practices and bilingual skills are desired.
Knowledge & Skills
Requires a thorough knowledge of MHSB/EGH's financial policies and private insurance coverage (and managed care). Requires thorough knowledge of Indiana and Michigan Medicaid, Crippled children's programs, County programs, Medicare, COBRA and Commercial Insurance.
Requires a complete understanding of time of service collections. Specifically, must understand why it is necessary and must be able to effectively communicate this to MHSB's patient community as necessary. (Note: Time of service collections training will be provided by MHSB for new staff and, as necessary, to current staff.)
Requires the analytical skills necessary to evaluate the patient's financial status and ability to pay. Also requires basic math skills to balance and reconcile a cash drawer.
Requires basic office skills and the ability to use basic office equipment (i.e., computer, printer, fax machine, calculator, etc.) specific to the department's needs.
Demonstrates proficient computer skills (i.e., data entry, word processing and excel spreadsheets) and sufficient keyboarding skills (with the ability to type a minimum of 40 wpm) to complete the work assigned accurately and in a reasonable amount of time.
Requires basic knowledge of medical terminology.
Demonstrates the interpersonal skills necessary to interact effectively with patients from various backgrounds in a professional, enthusiastic, courteous, friendly, caring and sincere manner. Also demonstrates the ability to interact effectively with patients (and/or their representatives) regarding sensitive financial matters and sensitive diagnoses.
Requires the ability to effectively communicate, to the patient, the need to make payment at the time of service. Must also possess the ability to tactfully overcome a patient's refusal to finalize payment arrangements at the time of service.
Demonstrates the communication skills (both verbal and written) needed to communicate in a clear and effective manner when conducting patient interviews, answering patients' questions and communicating with other departments and Physician offices.
Requires good listening skills. Sensitivity to individuals who do not speak English as their first language is expected.
Requires the organizational skills and the ability to work effectively with minimal supervision, pay close attention to details, prioritize workload, perform multiple tasks simultaneously and meet deadlines.
Requires the ability to strictly follow MHSB/EGH's policy on confidentiality. Also requires the ability to be aware of the need to lower one's voice in certain situations.
Works in an office environment that can sometimes be fast-paced and stressful. Also may work in patient care areas with possible exposure to bio-hazards.
Requires a flexible work schedule (including evenings and nights) that meets the needs of the Department.
Must be effective in a quality-focused, multi-priority environment that frequently deals with stressful situations and important deadlines and schedules.
Requires the physical ability and stamina (i.e., to walk moderate distances, climb stairs, lift up to 15 pounds, reach, bend, stoop, twist, etc.) to perform the essential functions of the position.